Technical References

Field Dictionary
June 15, 2012 37
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.
Actual Agents Count of full-time equivalent (FTE) agents supporting the
CSQ during the interval. Agent time is included ony when
the agent is in service.
Actual agents = A ÷ 1800
Where:
A = In service time in seconds for agents scheduled to
support the service during the interval
Actual Agents –
Forecast Agents
The number of Actual Agents minus the number of
Forecast Agents.
Actual Agents –
Scheduled Agents
The number of Actual Agents minus the number of
Scheduled Agents.
Actual Average Handle
Time
The actual Average Talk Time plus the actual Average
Work Time.
Actual Average Speed
of Answer
The actual average amount of time callers spend in
queue waiting for their calls to be answered.
Average speed of answer = A ÷ B
Where:
A = queue time for callers during the interval
B = Number of answered ACD calls
Actual Average Talk
Time
The actual average talk time for the interval.
Actual average talk time = A ÷B
Where:
A = Talk time for ACD calls completed during the interval
B = Number of ACD calls completed during the interval