Abandons (Abandoned calls)

Does not exist.

Sum of the forecasted abandons from the subqueue or the combined queues in the subcampaigns.

Sum of the abandons from the subqueue delivered by the ACD.

AHT

Same as a normal queue.

Call weighted average of the subqueues' forecasts.

Call weighted average of the subqueues from the ACD.

ASA

Call weighted average of the required ASA from the combined queues in the subcampaigns. Only available at the combined level in non-skilled scheduling periods.

Call weighted average of the forecasted ASA from the subqueue or the combined queues in the subcampaigns.

Call weighted average of the subqueues from the ACD.

Backlog

Does not exist.

Sum of the forecasted backlog from the subqueue or the combined queues in the subcampaigns.

Sum over all the subqueues from the ACD.

Volume

Does not exist.

Sum of the subqueues' forecasts.

Sum over all the subqueues from the ACD.

Full-Time Equivalents

Sum of the required FTEs from the subqueue or the combined queues in the subcampaigns.

Sum of the forecasted FTEs from the subqueue or the combined queues in the subcampaigns.

Sum over all the subqueues from the ACD.

Net Staffing

Does not exist.

Not available.

Does not exist.

Occupancy

Does not exist.

Not available.

Not available.

Service Level

Call weighted average of the required service levels from the subqueue or the combined queues in the subcampaigns.

Call weighted average of the forecasted service levels from the subqueue or the combined queues in the subcampaigns.

Call weighted average of the subqueues from the ACD.

Headcount Staffing

Does not exist.

Not available.

This value is only available from the staffing calculator.

Dedicated Staffing

Does not exist.

Not available.

Does not exist.

Volume Handled

Does not exist.

Exists (calculated as Forecasted Volume - Forecasted Abandonment).

Comes from the ACD.