How measures and dimensions can be combined

A measure is a property with aggregated data that you can present in the reports you create in Performance Manager.

The measures are used in conjunction with dimensions. All measures are divided into measure groups depending on which area they address, such as queue data, agent schedule data or forecast data. These measures can be sliced and diced in numerous ways, by for example date, team or skill.

This topic explains what measures each measure group contains, and the dimensions that these measures can be combined with.

NOTE

Not all measures can be sliced by all dimensions. See the listed dimensions for each measure group.
When using forecast and scheduled data, use the Scenario dimension to get data from a specific scenario.
When using the Service level measure, use the Service level calculation type dimension to define how to calculate the service level.
When using Ready-time adherence measure, use the Ready-time adherence calculation type dimension to define how to calculate ready-time adherence.

Agent

The Agent measure group contains measures available from the ACD platform related to the agents' states. For example, logged in time, idle time and ready time.

These dimensions can be used with the measures in the Agents measure group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Agent queue

Use the measures in the Agent queue measure group to create reports from the agents' point of view. For example, to show how many calls a specific agent has answered and the talk time or handling time for these calls.

NOTE Calls can be routed to and answered by an agent even if the agent does not have the specific skill.

These dimensions can be used with the measures in the Agent queue measure group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Agents ready

This measure group contains measures available from the ACD platform related to the number of agents in ready state.

These dimensions can be used with the measures in the Agents ready measure group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Forecast

This measure group contains measures related to forecasts. Use the Scenario dimension to get data from a specific scenario.

These dimensions can be used with the measures in the Forecast measure group.

Business unit
Date
Interval
Scenario
Skill
Skill workload

Hourly availability

The Hourly availability measure group contains measures related to the availability entered by hourly staff in MyTime.

These dimensions can be used with the measures in the Hourly availability measure group.

Agent skill
Business unit
Date
Group page
Organization
Scenario

Quality scores

This measure group contains measures related to the quality questionnaire scores for agents.

These dimensions can be used with the measures in the Quality scores measure group.

Business unit
Date
External logon
Group page
Organization
Quality questionnaire

Queue

This measure group contains queue data measures available from the ACD platform. For example, Answered calls, Talk time and Service level.

These dimensions can be used with the measures in the Queue measure group.

Business unit
Date
Interval
Queue
Skill
Skill workload

Request

This measure group contains measures related to the agents' requests.

These dimensions can be used with the measures in the Request measure group.

Absence type
Agent skill
Business unit
Date
Group page
Organization
Request details
Request status
Request type

Requested days

This measure group contains measures related to the days with agent requests.

These dimensions can be used with the measures in the Requested days measure group.

Absence type
Agent skill
Business unit
Date
Group page
Organization
Request status
Request type

Schedule deviation

The Schedule deviation measure group contains the deviation in minutes between ready time and scheduled ready time, and the ready-time adherence measures.

These dimensions can be used with the measures in the Schedule deviation measure group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Schedule preferences

The Schedule preferences measure group contains measures related to the agents’ entered schedule preferences. Use the Scenario dimension to get data from a specific scenario.

These dimensions can be used with the measures in the Preferences measure group.

Absence type
Activity type
Agent skill
Business unit
Date
Day off
Group page
Organization
Preference type
Scenario
Shift category
Shift length

Schedule vs forecast skill

This measure group contains measures related to the scheduled time per skill vs the forecasted time per skill. Use the Scenario dimension to get data from a specific scenario.

These dimensions can be used with the measures in the Schedule vs forecast skill measure group.

Business unit
Date
Interval
Scenario
Skill

Scheduled absence day

This measure group contains measures related to all days with scheduled absences for each agent. Use the Scenario dimension to get data from a specific scenario.

These dimensions can be used with the measures in the Scheduled absence day measure group.

Absence type
Agent skill
Business unit
Date
Day off
Group page
Organization
Scenario
Shift category

Scheduled Agent

This measure group contains measures related to the scheduled time for each agent. For example, Scheduled contract time and Scheduled ready time. Use the Scenario dimension to get data from a specific scenario.

These dimensions can be used with the measures in the Scheduled agent measure group.

Absence type
Activity type
Agent skill
Business unit
Date
Group page
Interval
Organization
Overtime
Scenario
Shift category
Shift length
Shift start date local

Scheduled agents ready

This measure group shows on interval level how many agents that are scheduled as ready.

These dimensions can be used with the measures in the Scheduled agents ready measure group.

Agent skill
Business unit
Date
Group page
Interval
Person (agent)
Scenario
Team
Time zone

Scheduled day off

This measure group shows the number of scheduled days off per day.

These dimensions can be used with the measures in the Scheduled day off measure group.

Agent skill
Business unit
Date
Day off
Group page
Person (agent)
Scenario
Team
Time zone

Scheduled shift category

This measure group shows the number of shifts per day.

These dimensions can be used with the measures in the Scheduled shift category measure group.

Agent skill
Business unit
Date
Group page
Person (agent)
Scenario
Shift category
Shift length
Team
Time zone