Statistics available to Queue Analytics

There are several statistics available to you when you create a statistics view. Depending on the statistic, one or more of the following are available: actual data, forecasted data, or required data. The required data, is generated from the service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals..

The statistics available to a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. depend on the media class it belongs to. The media classes are:

Immediate (Imm): phone, chat, voice-over-IP, and face-to-face.
Deferred (Def): email, fax, operations, callback, social post, and resolution.
Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). (Pro).

Statistic	Description	Queue Type
Statistic	Description	Imm	Def	Pro
Volume	Number of work items arriving per interval, for example, phone calls, emails.
Activity Handling Time	Average time it takes to handle a piece of work.
Service Level	Service level set for the queue.
Net Staffing	Allows managers to know how much they are short or surplus on staffing, allowing them to manage VTO and Shift requests efficiently. Calculated by subtracting the Required FTEs from the Adjusted FTEs. This result is then divided by the ratio of Adjusted FTEs to Adjusted Staffing.
Headcount Staffing	Number of agents qualified to work on a particular queue for a particular interval. When viewing an aggregation, it is the number of hours.
Dedicated Staffing	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. Unlike Headcount staffing, where an agent is counted as 1 for each queue they are skilled for, Dedicated staffing only counts a fraction of an agent, depending on the amount they are estimated to contribute to the queue. For example, if an agent is skilled for 4 queues, their contribution may be split over the 4 queues.
Average Speed to Answer	Average time it takes to respond to a call. Actual data comes from the ACD.
Abandons	Number of connected calls terminated by the caller before they are answered. Actual data comes from the automatic call distributor (ACD). The Forecasted data is generated from the forecasted volume and the percentage value for abandons. The percentage value for Abandons is set in the service goals.
Volume Handled	Consists only of actual data (for example, no forecasted), and is used for calculating weighted averages.
Full Time Equivalents	Full Time Equivalents (FTE) Measure in WFM that measures the contribution of work of every employee on a work queue. FTE does not necessarily equal the number of employees working on a queue; rather, it measures how much work is being done on a specified work queue. is calculated from the number of hours divided by the hours in a full working week. The hours of several part-time employees may add up to one FTE.
Adjusted Full Time Equivalents	Adjusted FTEs is an approximation of forecasted FTEs, based on the approved time-off and shift Work period in WFM that has a definite length. requests for employees in the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.. The adjusted FTEs for a campaign are a simple summation of the adjusted full time equivalents for all underlying queues.
Occupancy	How busy employees are. This statistic indicates how much time an employee spends doing what they were scheduled to do. For example, if an employee is scheduled to spend 2 hours on calls, but spends an hour doing call-related work. The occupancy of the employee is 50%.
Backlog	Total number of queued contacts (for deferred queues only).

Outbound Statistics

For outbound dialing, the following statistics are also included.

Statistic	Description
Dials	Total count of outbound dials that were made in a specified interval. This count includes Connects, Right Party Connects, and Dials that did not connect to a person.
Connects	Total count of outbound dials that were made in a specified interval that connected to a person.
Connect Rate	Percentage of dials that connected to someone, equivalent to Connects/Dials.
Right Party Connects	Total count of outbound dials that were made in a specified interval that connected to the intended person. These numbers are not redialed because the right party was reached.
Right Party Connect AHT	Average talk time Duration or percentage of time when either the employee or the customer is speaking during an interaction in Speech Analytics. of all Right Party Connects in this interval.
Right Party Connect Rate	Percentage of dials that connected to the intended party, equivalent to Right Party Connects/Dials.