Workload Performance Report
Updated
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 minutes
Hourly
Daily
Note: The Work Type Performance Report is only supported if forecast-based routing is enabled.
Metrics and Dimensions
The following are the Metrics and Dimensions available under the WFM Work Type Performance Report: