Recalculating KPI data

Recalculation occurs during the nightly calc engine run, after a user either reloads source measure data for dates in the past, or changes the configuration, such as assigning an employee to a different organization in the past or modifying a past goal.

Recalculation is a heavy task for the calc engine, so it is set to occur at the end of the regular daily calc engine run. Depending on the extent of the dimension change and your settings, the data may be recalculated over several days. A table in the database records which days need to be recalculated.

You can limit how long recalculation runs by setting the two parameters shown below for number of days to recalculate or how long to run within each calc engine run. The calc engine stops recalculation for the day when it reaches either of the two parameters, and resumes the following day. No alarms are sent if recalculation does not complete in a day.

To configure the two parameters to control how long calculation runs per calc engine run, go to System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager.. Under General, select Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement..

Maximum number of days to recalculate (per each calc engine run): Sets a limit on the number of days for which recalculation will run during each daily calc engine run. Recalculation always calculates for a full day. The default is 5 days.
Maximum recalculation time (in minutes): Specifies the maximum amount of time that the calc engine will spend on recalculation during each daily run. The default is 60 minutes.

For example, an administrator changes Joe’s organization and backdates the change to one month ago. The database table records 31 entries in the recalculation queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. to process. If the above parameters are set to the defaults, when the calc engine runs on the 1st, it processes days 27-31 of the previous month. The next day, it processes days 22-26, and so on, until it has recalculated for the entire month. In Scorecards, until recalculation is complete, a message indicates that the data has changed and needs recalculation.