WFM Agent Stats dataset

The WFM Agent Stats dataset contains the following data:

Agent Stats

Data field Definition
Admin Time (h) The time agents spend on administrative tasks, in hours. The information is based on the states which are logged from the ACD/CTI platform.
Admin Time (m) The time agents spend on administrative tasks, in minutes. The information is based on the states which are logged from the ACD/CTI platform.
Admin Time (s) The time agents spend on administrative tasks, in seconds. The information is based on the states which are logged from the ACD/CTI platform.
Agents Ready The number of agents who were in the state "ready." An agent is counted as "ready" as soon as he/she has any logged in time at any point during a period.
Direct Incoming Calls Calls made directly to an agent, not through queue.
Direct Incoming Talk Time (s) Total time that agents spend in calls made directly to an agent, not through queue.
Direct Outbound Calls Number of outgoing calls made by an agent. Depending on the CTI platform used, this measure may not include outbound calls that were not completed. i.e. unanswered.
Direct Outbound Talk Time (s) Total time agents spend talking in outbound calls made by an agent.

Idle Time (h)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.

Idle Time (m)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.

Idle Time (s)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time.

Logged In Time (h)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Logged In Time (m)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Logged In Time (s)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Not Ready Time (h)

The total time in hours when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Not Ready Time (m)

The total time in minutes when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Not Ready Time (s)

The total time in seconds when agent are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Occupancy (%) (Ready Time - Idle Time / Ready Time)

The percentage of ready time that an agent spends actively handling contacts (incoming calls, after call work, outbound calls).

Readiness (%)

The percentage of the logged-in time the agents are in a ready state.

Ready Time (h)

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.

Ready Time (m)

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after-call work. Ready time is consequently all time where the agents are in one of the ready states.

Ready Time (s)

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is, for example, ready to take a call, in a call, or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.

Schedule Date Interval

The base level interval marker that underlies all schedules. Format is MMDDYYHHMM.

External Logon

Data field Definition
External Logon ID

External logon denotes login identities imported from external systems, used for single sign on, to access external data, or to synchronize user accounts and provide statistics. A single user can have several external logon accounts, providing separate statistics for each account. Several users can share the same external logon, but we do not recommend this because in this case no distinct statistics per user can be provided.

External Logon Log Data Source Where the external logon details came from. For example, the ACD or other systems.
External Logon Name External logon denotes login identities imported from external systems, used for single sign in, to access external data, or to synchronise user accounts and provide statistics. A single user can have several external logon accounts, providing separate statistics for each account. Several users can share the same external logon, but we do not recommend this because in this case no distinct statistics per user can be provided.

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.