Cisco Unified Workforce Optimization Workforce Management Reports Reference Guide 9.0 June 15, 2012 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents ■ Introduction 5 Report Types 5 How This Reference is Organized User Access to Reports ■ 5 6 Productivity Reports 7 Recalculating Data for Productivity Reports 7 Agent Productivity 8 Agent Period Results 9 Agent Adherence 10 Team Productivity 10 Team Period Results Team Summary 11 12 Team Adherence 13 Team Agent Period 14 Team Agent Adherence ■ ■ 15 Interval Results Reports 16 CSQ All Data 16 CSQ Interval 17 Schedule View Reports 19 Agent Schedule Daily 19 Agent Schedul
Contents Service Level Graph Interval Forecast Graph Interval Agent Graph Interval 34 Agent Report Card ■ Field Dictionary 37 35 33 32
Workforce Management Reports Reference Introduction This document describes the reports available to you in Workforce Management (WFM). NOTE: There might be time calculation discrepancies between durations as reported in Cisco Historical Reports and in WFM reports due to differences in how those times are calculated in the two applications. For example, in Cisco Historical Reports, Total Login Time includes the time the agent is in the Ready state.
Workforce Management Reports Reference Guide User Access to Reports Your user role determines which reports you can access and the content of those reports. In general, you can access only the information that pertains to the teams and CSQs you are assigned, and to the agents who are assigned to those teams and CSQs. This document describes all the reports available in WFM. If you do not see a specific report listed when you log in, it is not available to you.
Productivity Reports Productivity Reports The following reports are in the Productivity Reports category: ■ Agent Productivity (page 8) ■ Agent Period Results (page 9) ■ Agent Adherence (page 10) ■ Team Productivity (page 10) ■ Team Period Results (page 11) ■ Team Summary (page 12) ■ Team Adherence (page 13) ■ Team Agent Period (page 14) ■ Team Agent Adherence (page 15) Recalculating Data for Productivity Reports It might become necessary to correct a schedule for a past day and recompute
Workforce Management Reports Reference Guide Agent Productivity The Agent Productivity report displays performance statistics for selected agents over a selected date range, by day, week, or month. Statistics are reported only for time periods during which the agent was logged in. To display the report, you must select: ■ Start date ■ End date ■ Team or CSQ ■ Agents ■ Interval The following are the fields that appear in the report.
Productivity Reports ■ Average Hold Time ■ Calls Per Hour Agent Period Results The Agent Period Results report displays performance statistics for selected agents over a selected date range, by day, week, or month. Statistics are reported only for time periods during which the agent was logged in. To display the report, you must select: ■ Start date ■ End date ■ Team or CSQ ■ Agents ■ Interval You can also select which fields to display, except for Agent and Date, which are required.
Workforce Management Reports Reference Guide ■ Calls Per Hour Agent Adherence The Agent Adherence report displays performance statistics for selected agents over a selected date range, by day, week, or month. Statistics are reported only for time periods during which the agent was logged in. To display the report, you must select: ■ Start date ■ End date ■ Team or CSQ ■ Agents ■ Interval You can also select which fields to display, except for Agent and Date, which are required.
Productivity Reports ■ Start date ■ End date ■ Team ■ Interval The following are the fields that appear in the report.
Workforce Management Reports Reference Guide To display the report, you must select: ■ Start date ■ End date ■ Team ■ Interval You can also select which fields to display, except for Team and Date, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear.
Productivity Reports ■ Team ■ Interval You can also select which fields to display, except for Team and Date, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear.
Workforce Management Reports Reference Guide ■ Date ■ Total Login Time ■ Total In Service Time ■ Total Not Ready Time ■ Calls Handled ■ Occupancy Percent ■ Utilization Percent ■ Adherence Percent ■ Conformity Percent Team Agent Period The Team Agent Period report displays statistics for selected teams’ agents over a selected date range, by day, week, or month. Statistics are reported only for time periods during which the team’s agents are logged in.
Productivity Reports ■ Adherence Percent ■ Username ■ Conformity Percent ■ Average Handle Time ■ Average Ready Time ■ Average Hold Time ■ Calls Per Hour Team Agent Adherence The Team Agent Adherence report displays performance statistics for selected teams’ agents over a selected date range, by day, week, or month. Statistics are reported only for time periods during which the team’s agents are logged in.
Workforce Management Reports Reference Guide Interval Results Reports The following reports are in the Interval Results category: ■ CSQ All Data (page 16) ■ CSQ Interval (page 17) CSQ All Data The CSQ All Data report displays forecast and actual statistics for the selected contact service queues (CSQs) by half-hour intervals. You must select the following to display the report: ■ CSQs ■ Date The following are the fields that appear in the report.
Interval Results Reports ■ Forecast Average Speed of Answer ■ Actual Average Speed of Answer ■ Service Level Threshold Seconds ■ Service Level Percent Goal ■ Actual Service Level Percent CSQ Interval The CSQ Interval report displays forecast and actual statistics for the selected CSQs by half-hour intervals. You must select the following to display the report: ■ Date ■ CSQs You can also select which fields to display, except for CSQ, Date, and Interval, which are required.
Workforce Management Reports Reference Guide 18 ■ Actual Average Speed of Answer ■ Actual Service Level Percent ■ Forecast Average Speed of Answer ■ Calls Blocked ■ Forecast Accuracy ■ Scheduled Agents – Forecast Agents ■ Actual Agents – Scheduled Agents June 15, 2012
Schedule View Reports Schedule View Reports The following reports are in the Schedule View category: ■ Agent Schedule Daily (page 19) ■ Agent Schedule Weekly (page 20) ■ CSQ Schedule By Agent (page 21) ■ CSQ Schedule By Interval (page 22) ■ Team Scheduled Task Hours (page 23) ■ Agent Overtime (page 20) ■ Agent Task Percentages (page 24) ■ Agent Task Graph (page 24) Agent Schedule Daily The Agent Schedule Daily report details selected agents’ scheduled activities by day for a selected date r
Workforce Management Reports Reference Guide Agent Schedule Weekly The Agent Schedule Weekly report details selected agents’ scheduled activities by week starting on a selected date. To display the report, you must select: ■ Date ■ Team or CSQ mapping ■ Agent You can also select which fields to display, except for Agent, Agent Number, Arrival Teim, and Departure Time, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear.
Schedule View Reports You can also select which fields to display, except for Agent and Date, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear. ■ Agent ■ Date ■ Start Time ■ End Time ■ Duration ■ Username CSQ Schedule By Agent The CSQ Schedule By Agent report displays agent schedules for a selected date, agent type, and CSQ.
Workforce Management Reports Reference Guide Code Description Available but not scheduled CSQ coverage codes are as follows: Code Description – Fewer agents scheduled in service than forecast requirements * Agents scheduled in service match forecast requirements + More agents scheduled in service than forecast requirements CSQ Schedule By Interval The CSQ Schedule by Interval displays the schedule for selected CSQs for a selected date by half-hour intervals.
Schedule View Reports ■ Closed ■ Total Team Scheduled Task Hours The Team Scheduled Task Hours displays a breakdown of the daily time allotted to various activities for the selected team over a selected date range. To display the report, you must select: ■ Start date ■ End date ■ Team You can also select which fields to display, except for Team and Date, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear.
Workforce Management Reports Reference Guide Agent Task Percentages The Agent Task Percentage report displays selected agents’ activities in terms of percentages of total work time for selected agents over a selected date range, by day, week, or month. You can also select which fields to display, except for Agent and Date, which are required.
Schedule View Reports ■ In service ■ Lunch ■ Overtime Dates are charted on the X axis, and the activity percentages are charted on the Y axis. You must select the following to display the graph: ■ Start date ■ End date ■ Team or CSQ mapping ■ Agents Figure 1.
Workforce Management Reports Reference Guide Performance Analysis Reports The following reports are in the Performance Analysis category: ■ Performance Daily (page 26) ■ Performance Interval (page 27) ■ Call Volume Graph (page 28) ■ Service Level Graph (page 29) ■ Forecast Accuracy Graph (page 30) ■ Call Volume Graph Interval (page 31) ■ Service Level Graph Interval (page 32) ■ Forecast Graph Interval (page 33) ■ Agent Graph Interval (page 34) ■ Agent Report Card (page 35) Performance D
Performance Analysis Reports ■ Forecast Accuracy ■ Forecast Average Handle Time ■ Actual Average Handle Time ■ Handle Time Accuracy Performance Interval The Performance Interval report displays statistics for selected CSQs over a selected date range that describe the CSQ’s actual versus forecast performance and the forecast’s accuracy for each half-hour interval.
Workforce Management Reports Reference Guide ■ Actual Agents – Forecast Agents ■ Actual Agents – Scheduled Agents Call Volume Graph The Call Volume Graph chart is a visual representation of the number of forecast and actual calls offered for a selected CSQ over a selected date range. Dates are charted on the X axis, and offered calls are charted on the Y axis. You must select the following to display the chart: ■ Start date ■ End date ■ CSQ Figure 2.
Performance Analysis Reports Service Level Graph The Service Level Graph report is a visual representation of the service level and abandon percentage for a selected CSQ over a selected date range. Dates are charted on the X axis, and the service level and abandon percentage are charted on the Y axis. You must select the following to display the graph: ■ Start date ■ End date ■ CSQ Figure 3.
Workforce Management Reports Reference Guide Forecast Accuracy Graph The Forecast Accuracy Graph chart is a visual representation of the forecast accuracy percentage and handle time accuracy percentage for a selected CSQ over a selected date range. Dates are charted on the X axis, and accuracy percentages are charted on the Y axis. You must select the following to display the graph: ■ Start date ■ End date ■ CSQ Figure 4.
Performance Analysis Reports Call Volume Graph Interval The Call Volume Graph Interval chart is a visual representation of the number of forecast and actual calls offered for a selected CSQ by half-hour interval on a selected date. Intervals are charted on the X axis, and offered calls are charted on the Y axis. You must select the following to display the graph: ■ Date ■ CSQ Figure 5.
Workforce Management Reports Reference Guide Service Level Graph Interval The Service Level Graph Interval chart is a visual representation of the of the service level and abandon percentage for a selected CSQ by half-hour interval on a selected date. Intervals are charted on the X axis, and the service level and abandon percentage are charted on the Y axis. You must select the following to display the graph: ■ Date ■ CSQ Figure 6.
Performance Analysis Reports Forecast Graph Interval The Forecast Graph Interval chart is a visual representation of the forecast accuracy percentage and handle time accuracy percentages for a selected CSQ by half-hour interval on a selected date. Intervals are charted on the X axis, and accuracy percentages are charted on the Y axis. You must select the following to display the graph: ■ Date ■ CSQ Figure 7.
Workforce Management Reports Reference Guide Agent Graph Interval The Agent Graph Interval chart is a visual representation of the number of forecast, actual, and scheduled agents per half-hour interval for a selected CSQ on a selected date. Intervals are charted on the X axis, and agents are charted on the Y axis. You must select the following to display the chart: ■ Date ■ CSQ Figure 8.
Performance Analysis Reports Agent Report Card The Agent Report Card report displays performance information for a selected date range; agents, teams, or teams and agents; and team or CSQ mapping.
Workforce Management Reports Reference Guide customized values do persist from report to report if you do not navigate away from the page. You can also select which fields to display, except for Agent and Team, which are required. The following are the fields that appear in the report. You can customize the order in which the fields appear.
Field Dictionary Field Dictionary This section is an alphabetical listing of all fields that appear in WFM reports and their definitions. Field Definition Activity Duration Duration of a scheduled activity, in minutes. Activity End Time Activity’s scheduled ending time. Activity Start Time Activity’s scheduled starting time. Activity Type Type of activity: assignment, break, closed service, exception, lunch, or project.
Workforce Management Reports Reference Guide Field Definition Actual Average Work Time The actual average work time for the interval. Actual average work time = A ÷ B Where: A = After-call work time for ACD calls completed during the interval B = Number of ACD calls completed during the interval Actual Calls Offered The actual number of calls routed to the CSQ during the interval. In most cases the call is counted in the interval during which it is routed to the CSQ.
Field Dictionary Field Definition Agent The agent’s name. Agent Number The agent’s ID number. Arr Arrival Time. The work shift arrival time. Assignment Time scheduled for the agent and classified as assignment type work. Assignment Paid Amount of paid time classified as assignment type work. Assignment Unpaid Amount of unpaid time classified as assignment type work. Average Calls Per Hour The theoretical calculation of the average number of calls per hour.
Workforce Management Reports Reference Guide Field Definition Average Not Ready Time The average amount of time the agent is in the Not Ready state. Average Quality Score The average quality score of calls the agent completed during the period. The quality scores come from calls that are evaluated using Cisco Quality Management.
Field Dictionary Field Definition Break Paid Amount of paid break time scheduled for the agent for the interval. Break Unpaid Amount of unpaid break time scheduled for the agent for the interval. Busy Other State Time The amount of time the agent is logged in but not able to take an ACD call during the interval. Calls Abandoned The number of ACD calls routed to the CSQ during the interval that were abandoned (the caller hung up while in queue or while ringing at the agent’s phone.
Workforce Management Reports Reference Guide Field Definition Conformity Percent The measure of how closely the agent conformed to the agent’s schedule. Conformity percent = (A ÷ B) × 100 Where: A = Total time during the period the agent was in service, whether or not scheduled to be in service B = Total time during the period the agent was scheduled to be in service, whether or not the agent was actually in service. 42 CSQ The contact service queue’s (CSQ’s) name.
Field Dictionary Field Definition Floating Holidays Total Hours The total amount of floating holiday hours available. Floating Holidays Used Hours The total amount of floating holiday hours used to date. Forecast Accuracy The percentage of forecast calls to actual calls offered for the CSQ during the interval.
Workforce Management Reports Reference Guide Field Definition Handle Time Accuracy A measure of how accurate the forecast handle time is. Handle time accuracy = (A ÷ B) × 100 Where: A = Forecast average handle time B = Actual average handle time In Service The amount of agent in service time scheduled during the interval for the service. In Service Hours The number of hours the agent is scheduled to be in service.
Field Dictionary Field Definition Paid Hours Exception Amount of paid exception time scheduled for the agent for the interval. Paid Hours Lunch Amount of paid lunch time scheduled for the agent for the interval. Paid Hours Project Amount of paid project time scheduled for the agent for the interval. Paid Hours Total Total paid hours for the period. Percent Abandon The percentage of calls abandoned during the period.
Workforce Management Reports Reference Guide Field Definition Percent Exception The percentage of exception time for the interval. Percent exception = (A ÷ B) × 100 Where: A = Scheduled exception time for the interval B = Total scheduled exception time for the interval Percent In Service The percentage of in service time for the interval.
Field Dictionary Field Definition Personal Days Used Hours The total amount of personal days hours used to date. Planned FTE The planned full time equivalent (FTE) employees. FTE is the ratio to the total number of planned paid hours during a period to the number of planned working hours in that period. Project Amount of project time scheduled for the agent for the interval. Project Paid Amount of paid project time scheduled for the agent for the interval.
Workforce Management Reports Reference Guide Field Definition Service Level Threshold Seconds The service level threshold, in seconds, for the CSQ for the interval Skill Group The agent’s skill group. Start Time The start time of the work shift. Team The team name. Team Name The team name. Total The total time scheduled for agents for the service for the interval.
Field Dictionary Field Definition Utilization Percent The percentage of time the agent spends answering ACD calls to the total amount of time the agent is logged in during the interval.
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