Technical References

Workforce Management Reports Reference Guide
38 June 15, 2012
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. The total includes
calls that are initially offered and then dequeued and
calls that are queued to multiple CSQs.
Actual Service Level
Percent
The actual service level percentage, a speed of answer
goal that is often expressed as a percentage goal for
answering calls within a specified number of seconds.
Service level = [(A + B) ÷(C + D)]
Where:
A = ACD calls abandoned during the interval that were
queued for less than the service level number of
seconds
B = ACD calls answered that were queued for less than
the service level number of seconds
C = ACD calls abandoned during the interval, with no
regard to the length of queue time
D = ACD calls answered during the interval, with no
regard to the length of queue time
Adherence Percent Percentage describing how well agents stick to their
planned work schedule.
Adherence percent = [(A + B) ÷ C] × 100
Where:
A = Total time during the interval the agent was
scheduled to be in service and was actually in service
B = Total time during the interval the agent was
scheduled for a non-in service activity and was actually
not in service
C = Total time during the period the agent was
scheduled for any non-in service and in service activity
Field Definition