Technical References

Workforce Management Reports Reference Guide
44 June 15, 2012
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.
In Service Time The amount of time the agent is logged in during the
interval
Interval Start time for the half-hour interval.
ISO Month The ISO month in MM format.
ISO Year The ISO year in YYYY format.
Lunch Amount of lunch time scheduled for the agent for the
interval.
Lunch Paid Amount of paid lunch time scheduled for the agent for
the interval.
Lunch Unpaid Amount of unpaid lunch time scheduled for the agent for
the interval.
Number of Not Ready Number of times an agent has gone into the Not Ready
state.
Occupancy Percent The percentage of time the agent spends answering ACD
calls to the total amount of time the agent is logged in
and ready to take calls during the interval.
Occupancy = (total talk time + total after call work) ÷
total in session time
Paid Hours Assignment Amount of paid assignment time scheduled for the
agent for the interval.
Paid Hours Break Amount of paid break time scheduled for the agent for
the interval.
Paid Hours Closed
Service
Amount of paid closed service time scheduled for the
agent for the interval.
Field Definition