Technical References

Workforce Management Reports Reference Guide
42 June 15, 2012
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.
CSQ The contact service queue’s (CSQ’s) name.
Current FTE The current full time equivalent (FTE) employees. FTE is
the ratio of the total number of paid hours during a
period to the number of working hours in that period.
Date The date of the reported information.
Days Off Approved
Hours
The total amount of days off hours approved to date.
Days Off Remaining
Hours
The total amount of days off hours remaining to date.
Days Off Total Hours The total amount of days off hours available.
Days Off Used Hours The total amount of days off hours used to date.
Dep The work shift departure time.
Duration The length of time the activity lasts.
End Time The end time of day.
Exception Amount of exception time scheduled for the agent for
the interval.
Exception Paid Amount of paid exception time scheduled for the agent
for the interval.
Exception Unpaid Amount of unpaid exception time scheduled for the
agent for the interval.
Floating Holidays
Approved Hours
The total amount of floating holiday hours approved to
date.
Floating Holidays
Remaining Hours
The total amount of floating holiday hours remaining to
date.
Field Definition