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Configuring WFM Statistics for Voice Interactions

You can copy-and-paste a generic set of these recommended statistics, into those described in the topic Using Copy-and-Paste Format for Statistics.

Table 1: Interaction Volume

Item Description
Statistic Name TotalNumberCallsEntered

or
WFMTotalNumberCallsEntered

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = TotalNumber
MainMask = CallEntered
Subject = DNAction

Comments Predefined. Collects the number of interactions that enter the object.

Table 2: Abandonment Volume

Item Description
Statistic Name TotalNumberCallsAband

or
WFMTotalNumberCallsAband

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = TotalNumber
MainMask = CallAbandoned
Subject = DNAction

Comments Predefined. Collects the number of interactions abandoned while waiting in the object.

Table 3: Short Abandonment Volume

Item Description
Statistic Name TotalNumberShortAbandons
Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = TotalNumberInTimeRange
MainMask = CallAbandoned, CallAbandonedFromRinging
Subject = DNAction

Comments Predefined. Collects the number of interactions abandoned within a configurable time period—typically a few seconds—while waiting in the object. Short Abandons are usually considered to be wrong numbers or similar, and are typically excluded when computing statistics.

Quality of Service

Table 4: Distributed Interactions

Item Description
Statistic Name TotalNumberCallsDistrib

or
WFMTotalNumberCallsDistrib

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = TotalNumber
MainMask = CallDistributed
Subject = DNAction

Comments Predefined. Reports the number of interactions distributed to other objects from the specified object.

Table 5: Service Factor

Item Description
Statistic Name ServiceFactor1

or
WFMServiceFactor1

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = ServiceFactor1
MainMask = CallAnswered, CallAbandoned,
CallAbandonedFromRinging
Subject = DNAction

Comments Predefined. You must configure a time range to use this statistic. Reports the percentage of interactions answered by agents within the time range. Calculated as interactions answered divided by total interactions (answered + abandoned).

Table 6: Average Speed of Answer

Item Description
Statistic Name AverTimeBeforeAnswering

or
WFMAverTimeBeforeAnswering

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = AverageTime
MainMask = CallAnswered
RelMask = CallAnswered
Subject = DNAction

Comments Not predefined. Reports the average time an interaction rang before being answered. Calculated as a ratio of total wait time for interactions to be answered divided by the number answered. Only interactions answered during the current time interval are counted.

Handle Time

Table 7: Total Handle Time

Item Description
Statistic Name TotalHandleTime

or
WFMTotalHandleTime

Statistic Configuration

Option/Value pairs

Objects = Agent, Place, GroupAgents,

GroupPlaces
Category = TotalAdjustedTime
MainMask = CallInbound, CallOutbound,
AfterCallWork
Subject = DNAction

Comments Predefined. Reports the total time an agent spent handling inbound or outbound interactions and doing offline work.

Table 8: Interactions Handled

Item Description
Statistic Name TotalNumberCallsHandled

or
WFMTotalNumberCallsHandled

Statistic Configuration

Option/Value pairs

Objects = Agent, Place, GroupAgents,

GroupPlaces
Category = TotalNumber
MainMask = CallInbound, CallOutbound
Subject = DNAction

Comments Not predefined. Reports the number of inbound and outbound interactions that ended during a specific timestep.

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This page was last modified on September 27, 2017, at 09:15.