Technical References

June 15, 2012 5

Workforce Management Reports Reference

Introduction

This document describes the reports available to you in Workforce

Management

(WFM).

NOTE: There might be time calculation discrepancies between

durations as reported in Cisco Historical Reports and in WFM reports

due to differences in how those times are calculated in the two

applications. For example, in Cisco Historical Reports, Total Login

Time includes the time the agent is in the Ready state. In WFM, Total

Report Types

The types of reports that are available in WFM are:

■

Productivity Reports (page 7)

■

Interval Results Reports (page 16)

■

Schedule View Reports (page 19)

■

Performance Analysis Reports (page 26)

How This Reference is Organized

Each report available in WFM is briefly described. The fields that appear in the report

are listed in their default order from left to right as they appear in the report, and are

hyperlinked to their definitions in the Field Dictionary section.