Metrics and Dimensions

The WFM Workload Performance Report under the Social Analytics Data Source delivers comprehensive insights into Work Type performance metrics, enabling more informed decision-making and operational analysis. Key metrics covered in this Report include forecasted versus actual volume and abandoned calls (with detailed breakdowns into short abandon and far-end disconnect).Note: The following aggregations are supported for this Report:30 minutesHourlyDailyNote: The Work Type Performance Report is only supported if forecast-based routing is enabled.Refer to this page for detailed steps on configuration Reporting Widgets using the Social Analytics Data Source.Metrics and DimensionsThe following are the Metrics and Dimensions available under the WFM Work Type Performance Report:Parent Work Type Widgetlabel:has(#_8f92db4c-bd3b-4ee2-aeef-efab61922841:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_8f92db4c-bd3b-4ee2-aeef-efab61922841]{ display: block !important; } label:has(#_8f92db4c-bd3b-4ee2-aeef-efab61922841:checked) { background-color: #EEEFF1; } label:has(#_deda35cb-981f-4817-ae62-81f2f5744f15:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_deda35cb-981f-4817-ae62-81f2f5744f15]{ display: block !important; } label:has(#_deda35cb-981f-4817-ae62-81f2f5744f15:checked) { background-color: #EEEFF1; } MetricsDimensionsMetric NameWork Type VolumeForecast VarianceWork Type Forecasted AHT (Weighted Avg)AHT VarianceWork Type Target Service LevelWork Type Target Service TimeWork Type Required FTEsWork Type Required AgentsStaffing Over/UnderWork Type Offered ContactsWork Type Answered ContactsWork Type CAR% (Per Workload)Work Type CAR % (Digital)Work Type Short Abandon Time Call timeWork Type Target Service LevelWork Type AHT (Per Workload)AHT Variance %Work Type Forecasted volumeWork Type Reforecasted AHT (Weighted Avg)Work Type Transfer Count (UR)Work Type Flew Out Count (Per Assignment)Work Type Flew Out Count (Per Conversation)Work Type Average Speed of Answer (Per Assignment)Work Type Avg Speed Of Answer (Per Workload)Work Type Average Handle Time (Voice) (Per Assignment)Work Type Actual Average Handle Time (Weighted Avg.)Dimension NameEnterprise Work TypeWork Queue Assignment Date TimeInterval Day of WeekInterval Date (MMM dd)Interval Month of YearInterval Time of DayInterval Time of Day (15 Minute Interval)Interval Time of Day (30 Minute Interval)Children Work Type Widgetlabel:has(#_f2569f81-7563-408f-aa36-b3c7840561b1:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_f2569f81-7563-408f-aa36-b3c7840561b1]{ display: block !important; } label:has(#_f2569f81-7563-408f-aa36-b3c7840561b1:checked) { background-color: #EEEFF1; } label:has(#_e58dc4d9-43ad-41cb-9dbb-c61fd5556956:checked) ~ [data-type=tabs-tab-content-container] [data-tab-content-id=_e58dc4d9-43ad-41cb-9dbb-c61fd5556956]{ display: block !important; } label:has(#_e58dc4d9-43ad-41cb-9dbb-c61fd5556956:checked) { background-color: #EEEFF1; } MetricsDimensionsMetric NameWork Type VolumeForecast VarianceWork Type Forecasted AHT (Weighted Avg)AHT VarianceWork Type Target Service LevelWork Type Target Service TimeWork Type Required FTEsWork Type Required AgentsScheduled FTEsScheduled AgentsStaffing Over/UnderDimension NameWork Type (Master Forecast)Work Queue Assignment Date TimeInterval Day of WeekInterval Date (MMM dd)Interval Month of YearInterval Time of DayInterval Time of Day (15 Minute Interval)Interval Time of Day (30 Minute Interval)

Workload Performance Report

Metrics and Dimensions

Parent Work Type Widget

Children Work Type Widget

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