The WFM Workload Performance Report under the Social Analytics Data Source delivers comprehensive insights into Workload 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).

Metrics and Dimensions

The following are the Metrics and Dimensions available under the WFM Workload Performance Report:​

Parent Workload Widget

Children Workload Widget