Non-skilled scheduling period with a single queue

There are specific statistics displayed for a non-skilled scheduling period linked to a single queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..

Statistic	Required	Forecasted / Predicted	Actual
Abandons (Abandoned calls)	Does not exist.	This value is based on the volume forecasted 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, and the % abandons set in the Goals & Requirements module.	Comes from the ACD.
AHT	Does not exist.	Part of the forecast you generated in the Forecast module by adding historical weeks or profile.	Comes from the ACD.
ASA	The ASA value (number of seconds) you input into the Goals & Requirements module. 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.
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	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. requirement.	Effective contributions of all employees scheduled to work on this queue.	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%.	Comes from the ACD.
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. It is only generated if Service Level is your goal type.	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.	Comes from the ACD or 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.