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.