Technical References

Field Dictionary
June 15, 2012 47
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.
Project Unpaid Amount of unpaid project time scheduled for the agent
for the interval.
Ready State Time The amount of time the agent is logged in and waiting to
take an ACD call during the interval.
Scheduled Agents The number of agents scheduled for the CSQ during the
interval.
Scheduled Agents –
Forecast Agents
The number of Scheduled Agents minus the number of
Forecast Agents.
Service Level The percentage that describes the achievement of goals
for customer call handling.
Service level percent = [(A + B) ÷ (C + D)] × 100
Where:
A = Number of calls for the service the caller abandoned
during the interval and was in queue less than the
service level number of seconds
B = Number of calls for the service an agent answered
during the interval and for which the queue time was
less than the service level number of seconds
C = Number of calls for the service the caller abandoned
during the interval, regardless of the time the call was in
queue
D = Number of calls for the service an agent answered
during the interval, regardless of the time the call was in
queue
Service Level Percent
Goal
The service level goal percentage for the interval.
Field Definition