Skilled scheduling period
There are specific statistics displayed for a 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. and individual queue scenarios.
<Combined> queue view in multi-queue scenarios for skilled scheduling periods
|
Statistic |
Required |
Forecasted / Predicted |
Actual |
|---|---|---|---|
|
Abandons (Abandoned calls) |
Does not exist. |
Forecasted abandons at the <Combined> view is equal to the sum of predicted abandons across all queues. |
Sum of the abandons for each queue delivered by the ACD. |
|
AHT |
Does not exist. |
Part of the forecast 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. It is the same as your <Combined> forecast. |
Comes from the ACD. |
|
ASA |
Comes from the Goals & Requirements module. |
ASA is always generated after a schedule. This value is a call-weighted average of the forecasted ASA calculated for each queue. |
Comes from the ACD. |
|
Backlog |
Does not exist. |
This value is the sum of the individual backlogs from all queues. |
Comes from the ACD. |
|
Volume |
Does not exist. |
Your forecast is generated in the Forecast module by adding historical weeks or a profile. This value is the same as your <Combined> forecast. |
Sum of the volumes presented by the ACD for each of the individual queues. |
|
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. |
Sum of the effective contributions of all employees scheduled in the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. over all queues in the campaign. |
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. |
This value is the average occupancy across all queues. |
Not available. |
|
Service Level |
This value is a call-weighted average of the goals set in the Goals & Requirements module for each queue. |
This value is a call-weighted average of the forecasted service levels calculated for each queue. |
Comes from the ACD. |
|
Headcount Staffing |
Does not exist (see Full-Time Equivalents). |
Forecasted / Predicted staffing at the <Combined> view is equal to the total number of employees you have on the schedule who are scheduled for phone time. |
This value is only available from the staffing calculator. |
|
Dedicated Staffing |
Does not exist (see Full-Time Equivalents). |
Forecasted/predicted total contribution made by agents to the queues. |
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 skilled scheduling periods
|
Statistic |
Required |
Forecasted / Predicted |
Actual |
|---|---|---|---|
|
Abandons (Abandoned calls) |
Does not exist. |
The predicted abandons for the queue. |
Comes from the ACD. |
|
AHT |
Does not exist. |
Part of the forecast generated in the Forecast module by adding historical weeks or profiles. |
Comes from the ACD. |
|
ASA |
Comes from the Goals & Requirements module. |
ASA is always generated after a schedule. |
Comes from the ACD. |
|
Backlog |
Does not exist. |
Backlog is always generated after you have generated a 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 requirements in dedicated employees for each individual queue. |
Effective contributions of employees scheduled in the 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. |
This value is the average occupancy across all queues. |
Comes from the ACD. |
|
Service Level |
The goals set in the Goals & Requirements module for each queue. |
The system generates this value after you generate the schedule. |
Comes from the ACD. |
|
Headcount Staffing |
Does not exist (see Full-Time Equivalents). |
Number of employees you have on the schedule who are scheduled for this queue. |
Comes from the ACD or 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. |
Non-skilled scheduling period with a single queue