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Teleopti WFM Reports
Teleopti WFM reports are used to provide historical data to the Teleopti WFM application for workforce scheduling/forecasting.
Note that in order to generate Teleopti WFM reports, the WFM Reports feature must be enabled for your contact center by the service provider.
Report Types
Report types are the types of reports that may be generated: Queue, Agent Performance, and Agent Queue.
Queue
The Queue report type aligns with the Teleopti WFM report called “Queue Statistics,” which provides historical interval-level queue data from ACD that can be used as a basis for forecasting.
Table 1: Queue Report Type Contents
In the following table, note that:
- The “Field” column lists the field name in the Teleopti WFM “Queue Statistics” report.
- "Always set to 0" generally means that either the given parameter was confirmed not to be essential for the scheduling/forecasting functions, or that the corresponding functionality is not supported.
| Field | Data Type | Description |
| aband_call_cnt | Integer | The number of queued service calls that were abandoned. "Queued" means the scenario went through the Find Agent scenario block with appropriate service requested, regardless of service level. This metric counts only calls that passed through the given service queue. |
| aband_short_call_cnt | Integer | The number of abandoned calls with a queue time of less than 5 seconds. This field is always set to “0.” |
| aband_within_sl_cnt | Integer | The difference between aband_call_cnt and QQQ |
| ans_servicelevel_cnt | Integer | The number of queued service calls that were answered within the Service Level threshold (i.e., within the time set by parameter “Within threshold” in service configuration). This metric counts only calls that passed through the given service queue. |
| answ_call_cnt | Integer | The number of queued service calls that were answered. "Queued" means the scenario went through the Find Agent scenario block with appropriate service requested and regardless of service level. This metric counts only calls that passed through the given service queue. |
| avg_avail_member_cnt | Integer | The average number of agents available during the interval. This field is always set to “0.” |
| date_from | String | The start date of the aggregation interval in “yyyymmdd” format |
| interval | Integer | The reporting interval as defined below. This field is configurable; the default is 15 minutes. |
| offd_direct_call_cnt | Integer | The number of service calls that were queued |
| overflow_in_call_cnt | Integer | The number of calls to the overflow queue. This field is always set to “0.” |
| overflow_out_call_cnt | Integer | The number of service calls that were distributed to overflow destinations |
| queue | String (100) | The unique ID (100 characters max.) of the service or the campaign (e.g., "EDCFC3A9-16AB-47E5-9583-01C373393ABE") |
| queue_name | String (100) | The name of the service, as defined in service configuration (100 characters max.) |
| queued_aband_longest_que_dur | Integer | The longest queued time (in seconds) for abandoned calls during the interval. This field is always set to “0.” |
| queued_and_aband_call_dur | Integer | The total abandonment time for all calls counted in aband_call_cnt |
| queued_and_answ_call_dur | Integer | The total answer time for all calls counted in answ_call_cnt |
| queued_answ_longest_que_dur | Integer | The longest queue time for answered calls within the interval. This field is always set to “0.” |
| talking_call_dur | Integer | For voice services, the total talk and hold time for inbound service calls. QQQ For chat services, the difference between the total talk plus hold time for inbound service calls and the total hold time for inbound service calls. |
| time | String | The start time of the aggregation interval in “hh:mm” format |
| wait_dur | Integer | The total waiting time (in seconds) for Ready agents waiting on calls. This field is always set to “0.” |
| wrap_up_dur | Integer | The total after-call work time for inbound service calls |
Agent Performance
The Agent Performance report type aligns with the Teleopti WFM report called “Agent Statistics,” which provides historical interval-level agent data from ACD, such as ready time and login duration.
Table 2: Agent Performance Report Type Contents
In the following table, note that:
- The “Field” column lists the field name in the Teleopti WFM “Agent Statistics” report.
- "Always set to 0" generally means that either the given parameter was confirmed not to be essential for the scheduling/forecasting functions, or that the corresponding functionality is not supported.
| Field | Data Type | Description |
| admin_dur | Integer | The total time (in seconds) during the interval when the agent is either not Ready or not working with queue calls. This field is always set to “0.” |
| agent_id | String (100) | The unique ID (100 characters max.) of the user (e.g., "5974D6AE-66BD-4B2A-A9D6-1AEADD18F669") |
| agent_name | String (100) | The user’s first name and last name, separated by space (100 characters max.) |
| avail_dur | Integer | The total time that the agent spent handling calls or being Ready to handle calls during the aggregation interval (i.e., the sum of times in Talk, Hold, After-Call Work and Ready states) |
| date_from | String | The start date of the aggregation interval in “yyyymmdd” format |
| direct_in_call_cnt | Integer | The inbound calls for each agent that are not from the queue. This field is always set to “0.” |
| direct_in_call_dur | Integer | The total talking time for inbound calls that are not from the queue. This field is always set to “0.” |
| direct_out_call_cnt | Integer | The number of outbound calls that are not queue calls. This field is always set to “0.” |
| direct_out_call_dur | Integer | The total talking time for outbound calls that are not queue calls. This field is always set to “0.” |
| interval | Integer | The reporting interval as defined below. This field is configurable; the default is 15 minutes. |
| pause_dur | Integer | The difference between tot_work_dur and avail_dur |
| time | String | The start time of the aggregation interval in “hh:mm” format |
| tot_work_dur | Integer | The total time (in seconds) that the agent was logged on during the aggregation interval (i.e., the sum of all times in states indicating that the agent was logged in) |
| wait_dur | Integer | The total time (in seconds) that the agent spent in the Ready state during the aggregation interval |
Agent Queue
The Agent Queue report type aligns with the Teleopti WFM report called “Queue Statistics,” which provides historical interval-level agent data per queue from ACD, such as number of interactions managed and handling time.
Table 3: Agent Queue Report Type Contents
In the following table, note that:
- The “Field” column lists the field name in the Teleopti WFM “Agent Queue Statistics” report.
- "Always set to 0" generally means that either the given parameter was confirmed not to be essential for the scheduling/forecasting functions, or that the corresponding functionality is not supported.
| Field | Data Type | Description |
| agent_id | String (100) | The unique ID (100 characters max.) of the user (e.g., "5974D6AE-66BD-4B2A-A9D6-1AEADD18F669") |
| agent_name | String (100) | The user’s first name and last name, separated by space (100 characters max.) |
| answ_call_cnt | Integer | For voice, “answ_call_cnt” specifies the number of inbound calls handled by the agent. For email, the total number of inbound emails processed by the agent in any manner (i.e., replied to, closed without reply, or transferred). |
| date_from | String | Start date of the aggregation interval in “yyyymmdd” format |
| interval | Integer | The reporting interval as defined below. |
| queue | String (100) | The unique ID (100 characters max.) of the service or the campaign (e.g., "EDCFC3A9-16AB-47E5-9583-01C373393ABE") |
| queue_name | String (100) | The name (100 characters max.) of the service associated with the calls handled by the agent. If the agent handled calls for multiple services, the agent's call-related metrics will be provided for each service separately. For services of media type chat, any call mentioned in this table shall be interpreted as a chat interaction in the same context. |
| talking_call_dur | Integer | The sum of talk and hold times for inbound calls, including ringing time |
| time | String | Start time of the aggregation interval in “hh:mm” format |
| transfer_out_call_cnt | Integer | The number of calls answered and then transferred to the queue or a user extension. This field is always set to “0.” |
| wrap_up_dur | Integer | For voice, the sum of after-call work times for inbound calls. For email, the total time the agent spent doing after-call work related to emails. It includes only the emails that have received an agent's reply. |
Schedule
Schedule settings allow you to configure automatic Teleopti WFM report generation. The settings are as follows.
Reporting interval
The frequency, in minutes, that reports will be delivered via FTP/SFTP; the default setting is 15 minutes.
Deliver reports
Choose between Daily or Continuously.
Run time
Allows you to configure what time you want the report generated at. To do this, enter a time and select from a drop-down menu the time zone that applies. The default time is "Midnight UTC."
On demand
On Demand settings allow you to generate Teleopti WFM reports on an as-needed basis. Click Schedule to edit the Teleopti WFM On Demand report settings.
Teleopti WFM On Demand report settings
Time frame
Allows you to select a date range which you would like the report to cover. You may choose from either a predetermined period of time or a custom period. After you have selected the date range, you may configure an hour range in From/To.
The time frame options are as follows:
- Today
- Yesterday
- This week
- Last week
- This month
- Last month
- Custom
Note: Weeks run from Sunday to Saturday.
From/To
Displays the date range selected in Time frame. If you change the dates manually, the time frame will change to Custom; you may also configure an hour range using the drop-down menus.
Run at
Allows you to schedule the reporting period configured here for a later time; select the date on the calendar and the hour on the drop-down menu.
Delivery
Where you configure the destination of either the scheduled or on-demand reports.
Transport Protocol
Select FTP or SFTP. Note that the corresponding SMTP settings are configured on the Email Settings > SMTP Configuration page.
FTP/SFTP Server hostname
Enter the FTP/SFTP Server hostname (e.g., "cust.anyftp.com").
Destination folder and file name
Specify the address of the destination folder and file name (e.g., 50Reports/Report.csv where 50Reports is the destination folder and Report is the file name).
FTP username
Specify the FTP username (e.g., "demo@gmail.com").
FTP password
Specify the FTP password.
Test connection
Tests the connection of the FTP username and password.
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