Non-skilled scheduling period with multiple queues
There are specific statistics displayed for a non-skilled scheduling period linked to multiple queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. scenarios.
<Combined> queue view in multi-queue scenarios for non-skilled scheduling periods
|
Statistic |
Required |
Forecasted / Predicted |
Actual |
|---|---|---|---|
|
AHT |
Does not exist. |
Part of the forecast you generated in the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module by adding historical weeks or profiles. |
Comes from the ACD. |
|
ASA |
The ASA value (number of seconds) you input into the Goals & Requirementsmodule. It is only shown if ASA is the selected goal. |
ASA is always generated after a schedule, even if it is not your goal. It represents the predicted time in which you answer calls, based on the number of people on the schedule. |
Comes from the ACD. |
|
Abandons (Abandoned calls) |
Does not exist. |
This value is based on the volume forecasted in the Forecast module, and the % abandons set in the Goals & Requirementsmodule. |
Comes from the ACD. |
|
Volume |
Does not exist. |
Your forecast is generated in the Forecast module by adding historical weeks or a profile. |
Comes from the ACD. |
|
Full-Time Equivalents |
Sum of the effective contribution Item of work done by an employee that is connected to a single customer, or account captured by DPA. Contributions are used for analyzing and evaluating individual items of work for back-office efficiency and quality. requirements from each individual queue. |
Effective contributions of all employees. |
Sum over all queues of the effective contribution, based on the actual Volume, AHT, Abandons, and SL. |
|
Net Staffing |
Does not exist. |
This value is calculated by subtracting the Required Full-Time Equivalents from the Adjusted Full-Time Equivalents. Then, divide the result by the ratio of Adjusted Full-Time Equivalents to Adjusted Staffing. |
Does not exist. |
|
Occupancy |
Does not exist. |
Predicted occupancy is a measure of how busy your employees will be. For example, if an employee spends 1 hour on call-related work out of 2 hours scheduled to be on the phone, their occupancy is 50%. |
Does not exist. |
|
Service Level |
The service level Set percentage of interactions in WFM that are handled in a defined unit of time. value (% calls in number of seconds) you input into the Goals & Requirements module. Service level is only shown if Service Level is the selected goal in the module. |
This number is the expected service level based on the number of people you have on the phones. |
Comes from the ACD. |
|
Headcount Staffing |
Does not exist (see Full-Time Equivalents). |
Forecasted / Predicted staffing represents the number of employees on the phones on your schedule. Employees in calendar events or non-work shift Work period in WFM that has a definite length. events do not count. This number does not exist until you create a schedule. Staffing differentials are forecasted staff minus required staffing. |
This is only available from the staffing calculator. |
|
Dedicated Staffing |
Does not exist (see Full-Time Equivalents). |
Forecasted/predicted total contribution made by agents to a queue. |
Does not exist. |
|
Volume Handled |
Does not exist. |
Exists (calculated as Forecasted Volume - Forecasted Abandonment). |
Comes from the ACD. |
Individual queue view in multi-queue scenarios for non-skilled scheduling periods
|
Statistic |
Required |
Forecasted / Predicted |
Actual |
|---|---|---|---|
|
Abandons (Abandoned calls) |
Does not exist. |
This value only exists for <Combined>. |
Comes from the ACD. |
|
AHT |
Does not exist |
Part of the forecast you generated in the Forecast module by adding historical weeks or profiles. It is the value just for the selected queue, not the <Combined> forecast. |
Comes from the ACD |
|
ASA |
This value only exists for <Combined>. |
This value only exists for <Combined>. |
Comes from the ACD. |
|
Volume |
Does not exist. |
Your forecast is generated in the Forecast module by adding historical weeks or a profile. It is the value just for the selected queue, not the <Combined> forecast. |
Comes from the ACD. |
|
Full-Time Equivalents |
This value only exists for <Combined>. |
This value only exists for <Combined>. |
Effective contribution, based on the actual Volume, AHT, Abandons, and SL. |
|
Net Staffing |
Does not exist. |
This value only exists for <Combined>. |
Does not exist. |
|
Occupancy |
Does not exist. |
This value only exists for <Combined>. |
Comes from the ACD. |
|
Service Level |
This value only exists for <Combined>. |
This value only exists for <Combined>. |
Comes from the ACD. |
|
Staffing |
Does not exist (see Full-Time Equivalents). |
This value only exists for <Combined>. |
Comes from the ACD or the Staffing Calculator. |
|
Volume Handled |
Does not exist. |
This value only exists for <Combined>. |
Comes from the ACD. |