ACD Forecasting/Scheduling Report

For a sample report, see Sample Aspect output file*. For more information, see Appendix B: Settings for Aspect.

Header

There is no header for the report. Everything is shown in record format.

DateTime

This field is the formatted data and time indicating the beginning of this statistics interval.

Identifying String

This field is TCSDATA. This field is used to denote the type of report.

ACD Group ID

This field is the group by which the statistics are organized. Some workforce management applications are not capable of grouping by media type as a subset of the queue. By default, this column contains the name of the workgroup queue followed by an underscore (_) and the media type. This field creates a unique row of data for the output. When using skill reporting, the skill name is used rather than the workgroup name.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills

Column: cName + _ + cReportGroup

Call Offered

This field is the number of ACD interactions (answered and abandoned calls) that entered the queue during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: nEnteredAcd

Calls Handled

This field is the number of ACD interactions that agents handled during this interval.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: nAnsweredAcd

Average Talk Time

This field is the average talk time in seconds for the ACD Group.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated field

Average After Call Work Time

This field is the average after-call work time in seconds for the ACD Group.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated field

Average Delay

This field is the average speed that ACD calls are answered. Also known as ASA.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated field

Percent Service Level

This field is the sum of ACD interactions that agents answered during this interval on or before the configured threshold.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field

Average Positions Staffed

This field is the total seconds agents are available to take calls and are taking calls divided by number of seconds in the period.

Table: WFM_iWrkGrpQueueStats (WFM_iStatsGroup if using skills)

Column: Calculated Field

Footer

There is no footer for this report.