View statistics

You can view forecasted and required staffing and service level Set percentage of interactions in WFM that are handled in a defined unit of time. statistics for queues on the calendar.

For most statistics, you can compare the forecasted and required values. Based on this comparison, you can add or delete employee schedules, change the forecast or requirements, or make other valuable staffing decisions for your organization.

Before you begin

Select campaign data for schedules

To view statistics for a specific queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., you must select the queue from the Work Queues left pane filter. To select a queue from this filter, you must select a campaign and scheduling period. (You cannot select a queue in No Campaign mode.)

Procedure

From the Work Queues left pane filter, select the queue for which you want to view statistics (or verify that queue is already selected).
From the Statistics menu, select the statistics for which you want to compare the forecasted and required values for the campaign.

Every statistic you select appears under the Statistics area at the bottom of the screen. The intervals for which statistics appear depends on the selected time resolution (Hours, Day, Week or Period).
From the Statistics area at the bottom, select the arrow next to the name of a statistic to expand it and view the data.

On the Statistics bar, the Summary displays the queue for which the statistics are being displayed. It also displays a summary of the values for the displayed statistics.

The system displays a graph of the Forecasted and Required values. The Forecasted values are displayed in gray, shaded blocks. A straight black line represents the Required values. To view both values, point to different time intervals on the graph.
Note the following about the displayed statistics:
- For almost all statistics, the values displayed in the cells for each time interval are the Forecasted values. The one exception is for the FTE Differential statistic, where the value displayed is the difference between the Forecasted and Required values.
- For the FTE Differential statistic only, a color-coded line for each time interval indicates the status of the tolerance threshold between the Forecasted and Required values.
- Not all statistics have both Forecasted and Required values. Some only have Forecasted values.
  
  For example, Volume, Activity Handling Time, Headcount Staffing, and Dedicated Staffing only have Forecasted values. Service Level, Average Speed to Answer (ASA) Average amount of time in WFM by which an employee must respond to a customer interaction or work unit., and FTE Differential have both Forecasted and Required values.
- If the scheduling period is not distributed and the ASA service goal has been set, the statistics include ASA 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). and ASA Required.
- If the scheduling period is not distributed and contains a Deferred or Outbound queue, the Backlog statistic is included.
- If the scheduling period is not distributed and contains an Outbound queue, the following statistics are displayed: Connects Forecast and RPC Forecast.
- If you have selected a parent distributed queue for a distributed campaign, and you want to view the total staffing value for a specific time interval for all subqueues, select the Headcount Staffing statistic and enable the toggle, Combine staffing. For every time interval on the parent queue level, the system displays the total staffing value 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..
Note the following about calculating statistics:
- If the calendar has been updated after you select to display statistics that affect the schedule, select Recalculate Statistics to get updated data.
- The values for Volume and Activity Handling Time come from the Forecasts module and are dynamically updated. For these statistics, you do not need to select Recalculate Statistics to get updated data.
- All other forecasted statistics are calculated based on the forecasted Volume, Activity Handling Time, the requirements, and the schedules. The required values come from the Service Goals and FTE Requirements modules.
Determine the next step:
- If the Forecasted values are considerably higher than the Required values (exceeding the thresholds), you can delete some of the employee schedules. You can also change the forecast or requirements, or update other settings.
- If the Forecasted values are considerably lower than the Required values (exceeding the thresholds), you can add more employee schedules. You can also change the forecast or requirements, or update other settings.