Scorecards data flows

External Scorecard data comes from source systems such as ACDs, 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 Scheduling, Adherence, Quality Monitoring, and also from customer-specific systems. Data which comes from these source systems is referred to as source measures. Source measures are the values that are used to calculate KPIs, and are associated with specific source systems.

Source systems are related to source types, for example, the Workforce Optimization Suite System is part of the WFMS source type. Source types are broader categories of source systems. The available source types are listed on the left panel of the application. This lets you categorize and sort KPIs by source type when reviewing them.

Every Source System has a name, description, and most importantly, a code. The code is used by external programs to identify that the data came from this particular source system.

Once you've created an association between a source measure (data) and the source system, concatenated codes are used by external programs to identify that the data came from this particular source system and this source measure.

For details on data sources, typically ACDs, see About data sources .