Inbound scheduling statistics

There is a standard set of statistics that handle the traditional, in-bound calls handled by call centers. Using these statistics, you can see what your service levels are in various time intervals throughout a day. You can view statistics for every 15-minute interval, or for an entire day in a week or scheduling period.

Statistic	Example	Range	Data Source (Module)	Description
Volume	40 (units)	0–100,000	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).	Number of calls in a specific time interval.
Service level	80%	0–100%	Goals and Requirements	Set percentage of customer interactions handled in a set unit of time.
Activity handling time	120 (time units)	0–999 minutes	Forecast	Amount of time of an average customer interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. in a defined time interval (up until the resolution).
Average speed to answer	30 (time units)	0–100 minutes	Calendar	Average amount of time a customer is waiting before receiving a response in the defined time interval.
Headcount Staffing	30 (time units)	0–100,000	Calendar	Number of people who are currently working in the defined time interval. If you are viewing a parent distributed queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. for a distributed campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., and you have enabled the toggle, Combine staffing, the staffing value includes the total staffing for all subqueues in the distributed campaign Type of campaign in WFM where workload is allocated among the sites regardless of employee availability. A pre-determined percentage of interactions is routed to each site in each interval..
Dedicated Staffing	30 (time units)	0–100,000	Calendar	The total 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. made by agents to a queue. Dedicate staffing only counts a fraction of an agent, depending on the amount they are estimated to contribute to the queue.
Occupancy	34%	0–100%	Calendar	Percentage of people who are currently occupied, or who are engaged in customer phone interactions, in the defined time interval.
FTE differential	-43 (units)	-10,000-10,000	Calendar	Difference between the forecasted and required work needed to meet the defined service level Set percentage of interactions in WFM that are handled in a defined unit of time..