WFM Agent Skills dataset
The WFM Agent Skills dataset contains the following data:
Agent Skills
| Data field | Definition |
|---|---|
| Agent Has Skill | Whether or not an agent is assigned to a skill. 1 = yes, 0 = no. |
| Forecast Method Code | The definition of how a skill works in Forecasts. Forecast methods that are available for skills in Forecasts are Back Office, Chat, Email, Fax, Inbound Telephony, Project, Retail, and Time. |
| Forecast Method Name | The definition of how a skill works in Forecasts. Forecast methods that are available for skills in Forecasts are Back Office, Chat, Email, Fax, Inbound Telephony, Project, Retail, and Time. |
| Is Active Agent Skill | Whether or not an agent skill is active. 1 = yes, 0 = no. |
| Is Skill Deleted | Whether or not a skill is deleted. 1 = yes, 0 = no. |
| Skill Code | The Workforce Optimization database GUID for a skill. |
| Skill Name | A skill is a staffing forecast that defines a resource need to be fulfilled during scheduling. In order to be scheduled, agents must be assigned to at least one skill. The Skill status shows if the skill is active or deleted in the system. |
| Skill Status | Whether the skill is Active or Deleted. |
Organization
| Data field | Definition |
|---|---|
| Business Unit Code | The Workforce Optimization database GUID for the business unit. |
| Business Unit Name | The organizational unit at the top of the business hierarchy. It can contain one or more sites. |
| Site Code | The Workforce Optimization database GUID for the site. |
| Site Name | A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams. |
| Team Code | The Workforce Optimization database GUID for a team. |
| Team Name |
The display name for the collection of agents. |
Person
| Data field | Definition |
|---|---|
| Agent Skill Set Code | The Workforce Optimization database GUID for the agent skill set. |
| Agent Skill Set Name | A unique combination of assigned skills for an agent. |
| Employment End Date | The date when the person's employment ended in Workforce Optimization. |
| Employment Number |
This number associated with the person appears if your Workforce Optimization system is connected to your Human Resources Management System (HRMS). |
| Employment Start Date | The date when the person's employment started in Workforce Optimization. |
|
First Name |
The user's first name. |
| Is Agent |
Whether or not the person is an agent. 1 = yes, 0 = no. |
|
Is Person Deleted |
Whether or not a person is deleted. 1 = yes, 0 = no. |
|
Is User |
Whether or not a person is a user in WFM. 1 = yes, 0 = no. |
|
Last Name |
The user's last name. |
|
Person Code |
The unique ID of a WFM person. |
|
Person Contract Code |
The Workforce Optimization database GUID of the person contract. |
|
Person Contract Name |
The display name of the person contract. |
|
Person Email |
The user's email address. |
|
Person Name |
The full name of the agent in the WFM system. A person is considered to be an agent if he/she belongs to a team. The person code/ID connected is a unique identifier for the person in the WFM system regardless of person period. |
|
Person Note |
This data comes from an open-text field in the People module. |
|
Person Parttime % |
The percentage of a full-time schedule that a part-time agent works. For example, an agent who works half time has a parttime % of .5. |
|
Person Period Note |
A comment that is added to the person period. This data comes from an open-text field in the People module. |
|
Person Timezone |
The timezone associated with the user's WFM settings. |
System
| Data field | Definition |
|---|---|
| system_person_code |
The unique ID of a WFM person. |
| system_realm_id |
The Workforce Optimization database ID for the Provider realm that the tenant is in. |
| system_team_code | The Workforce Optimization database GUID for a team. |
| system_tenant_id |
The Workforce Optimization database ID for the tenant. |