# Contact Center Performance Reporting Metrics

## Contents

- 1 Coverage – Scheduled
- 2 Coverage – Optimal
- 3 Coverage – Difference
- 4 Coverage – Percentage
- 5 Number of Agents – Scheduled
- 6 Number of Agents – Actual
- 7 Number of Agents – Difference
- 8 Number of Agents – Percentage of Difference
- 9 Interaction Volume – Forecast
- 10 Interaction Volume – Actual
- 11 Interaction Volume – Difference
- 12 Interaction Volume – Percentage
- 13 AHT – Forecast
- 14 AHT – Actual
- 15 AHT – Difference
- 16 AHT – Percentage
- 17 Service Level – Scheduled
- 18 Service Level – Actual
- 19 ASA – Scheduled
- 20 ASA – Actual
- 21 Abandons Factor – Scheduled
- 22 Abandons Factor – Actual

Track and analyze performance data in your contact center and use these metrics to create reports.

Click any link below to go directly to a specific metric.

*Intra-day*granularity a period is 15 minutes; for

*Daily*granularity a period is 1 day; and so on.

*Difference*calculation is controlled by the WFM Web

`Application`option

`RevertDiffCalculation`in Management Framework’s Configuration Manager.

`false`(default):*Scheduled*or*Forecast*minus*Actual*`true`: Actual minus*Scheduled*or*Forecast*

## Coverage – Scheduled

The actual amount of time that an agent should count toward coverage of the work in this time period. If an agent is multi-skilled and is scheduled for multiple activities during a given period, he may count fractional amounts of time toward the coverage of each activity (for example, 0.5 toward each of two activities for which he is scheduled).

If an agent has something other than activity work scheduled for part of a period, that will be subtracted from the amount of time counted toward the coverage of that activity work. For example, an agent who is scheduled for an activity for a given 15-minute timestep, but who has a break for the first five minutes of that timestep, would count as 0.67 toward the coverage of that activity for that period.

### How the total / average Is calculated

This figure is in FTEs. For the calculation, see Endnote 1.

The value in the totals/averages row at the top of this view (or at the bottom of the report) is calculated as follows:

- WFM calculates the sum of the agents who are covering this activity within each timestep during the day.
- The value calculated in Step 1 is multiplied by 15 minutes in order to get the total time of activity work.
- The value calculated in Step 2 is divided by the value set for
`Paid Hours a Day`, which was entered while building the staffing forecast for this activity.

## Coverage – Optimal

The coverage that would have been required in order to meet the original service objectives, based on the actual IV and AHT.

## Coverage – Difference

## Coverage – Percentage

Coverage – Optimal divided by Coverage – Optimal minus Coverage – Scheduled in concept: Optimal / (Optimal – Scheduled).

## Number of Agents – Scheduled

The number of agents scheduled for this period, also known as *headcount*.

### How the total / average Is calculated

A simple average across the entire report time range. Thus, even if activity is only open for a portion of the day, if this report were run for a intra-day period, the average would be calculated over 96 timesteps.

## Number of Agents – Actual

The number of agents who were actually logged in during this period, also known as *headcount*.

### How the total / average Is calculated

A simple average of the number of time steps when agents were logged in.

Σ (Agents) / Number of time steps_{i}

Where

Agentsis the number of agents logged in (as reported by Stat Server) during_{i}timestep_{i}

## Number of Agents – Difference

## Number of Agents – Percentage of Difference

(Number of Agents – Scheduled minus Number of Agents – Actual) divided by Number of Agents – Scheduled in concept: (Scheduled – Actual) / Scheduled.

## Interaction Volume – Forecast

The number of interactions forecast for this period (taken directly from the Master Forecast).

### How the total / average Is calculated

This Sum is spread across the entire report time range.

## Interaction Volume – Actual

The number of interactions actually received. The exact nature of this metric will depend on what Stat Server statistic is configured for Interaction Volume.

For example, for voice interactions, normally this is based on Number of Calls Entered.

### How the total / average Is calculated

The sum is of Interaction Volume for each time step within the report time range.

Σ (IV)_{i}

Where:

IVis the Interaction Volume recorded by Stat Server during_{i}timestep_{i}

## Interaction Volume – Difference

## Interaction Volume – Percentage

(Interaction Volume – Forecast minus Interaction Volume – Actual) divided by Interaction Volume – Forecast in concept: (Forecast - Actual) / Forecast.

## AHT – Forecast

Forecast Average Handling Time for this period (taken directly from the Master Forecast)

### How the total / average Is calculated

**A weighted average, weighted by Forecast IV:**

AVG AHT Forecast = Σ (Forecast AHT*_{i}Forecast IV) / Σ (_{i}Forecast IV)_{i}

Where:

Forecast AHT= Forecast Average Handling Time for_{i}timestep_{i}Forecast IV= Forecast Interaction Volume for_{i}timestep_{i}timestep= timestep number over the open hours_{i}

## AHT – Actual

Actual Average Handling Time for calls handled during this period. This metric is based on what Stat Server statistics are configured for Total Handle Time and Number of Calls Handled.

### How the total / average Is calculated

**A weighted average, weighted by Number of Calls Handled:**

Σ (AHT*_{i}CallsHandled) / Σ (_{i}CallsHandled)_{i}

Where: *AHT _{i}* = AHT recorded by Stat Server for

*timestep*

_{i}CallsHandled= Number of interactions handled during timestep_{i}_{i}as recorded by Stat Server.

## AHT – Difference

AHT – Forecasted minus AHT – Actual.

## AHT – Percentage

(AHT – Forecast minus AHT – Actual) divided by AHT – Forecast in concept: (Forecast - Actual) / Forecast.

## Service Level – Scheduled

The Service Level that was scheduled to be achieved, based on the scheduled number of agents.

### How the total / average Is calculated

**A weighted average, weighted by Forecast IV:**

AVG SL Scheduled = Σ (Scheduled SL*_{i}Forecast IV) / &Sigma (_{i}Forecast IV)_{i}

Where:

Scheduled SL= Calculated Service Level based on the number of scheduled agents for_{i}timestep_{i}Forecast IV= Forecast Interaction Volume for_{i}timestept_{i}imestep= timestep number over the open hours_{i}

## Service Level – Actual

The Service Level that was actually achieved. This metric is based on what Stat Server statistics are configured for Service Factor, Number of Calls Distributed, Average Speed of Answer, and Time Range.

### How the total / average Is calculated

**A weighted average, weighted by Number of Calls Distributed:**

Σ (SFi*CallsDistributed) / Σ (_{i}CallsDistributed)_{i}

Where:

SF= Service Factor recorded by Stat Server for_{i}timestep_{i}CallsDistributed= Number of calls distributed during_{i}timestepas recorded by Stat Server._{i}

(This value does not appear in the report but is recorded by Stat Server. For more details, see Endnote 2.)

## ASA – Scheduled

The Average Speed of Answer that was scheduled to be achieved, based on the scheduled number of agents. Calculated by using the *inverse* of the WFM’s staffing forecast algorithm.

WFM uses a *modified Erlang* algorithm to derive Calculated Staffing, based on the IV, AHT, and service objectives such as ASA that were stated when building the forecast. Therefore, to calculated the Scheduled ASA it uses that formula *in reverse*.

### How the total / average Is calculated

**A weighted average, weighted by Forecast IV:**

AVG ASA Scheduled = Σ (Scheduled ASA*_{i}Forecast IV) / Σ (_{i}Forecast IV)_{i}

Where:

Scheduled ASA= Calculated ASA based on the number of scheduled agents for_{i}timestep_{i}Forecast IV= Forecast Interaction Volume for_{i}timestep_{i}timestep= timestep number over the open hours_{i}

## ASA – Actual

The Average Speed of Answer that was actually achieved. This metric is based on what Stat Server statistics are configured for ASA.

### How the total / average Is calculated

**A weighted average, weighted by Number of Calls Distributed:**

Σ (ASAx_{i}CallsDistributed) / Σ (_{i}CallsDistributed)_{i}

Where: *ASA _{i}* = Average Speed of Answer for

*timestep*as recorded by Stat Server

_{i}CallsDistributed= Number of calls distributed during_{i}timestepas recorded by Stat Server_{i}

## Abandons Factor – Scheduled

The expected number of abandoned interactions based on the scheduled number of agents. Calculated by using the *inverse* of the WFM’s staffing forecast algorithm.

WFM uses a *modified Erlang* algorithm to derive Calculated Staffing, based on the IV, AHT, and service objectives such as Abandonment percentage that were stated when building the forecast. Therefore, to calculate the Scheduled
Abandons, WFM uses that formula *in reverse*.

### How the total / average Is calculated

**A weighted average, weighted by Forecast IV:**

AVG AF Scheduled = Σ (Scheduled AF*_{i}Forecast IV) / Σ (_{i}Forecast IV)_{i}

Where:

Scheduled AF= Calculated Abandon Factor based on the number of scheduled agents for timestep_{i}_{i}

Forecast IV= Forecast Interaction Volume for_{i}timestep_{i}timestep= timestep number over the open hours_{i}

## Abandons Factor – Actual

The actual number of abandoned interactions during a specific period, based on which Stat Server statistics are configured for Abandoned Interactions.

### How the total / average Is calculated

**A weighted average, weighted by Number of Calls Distributed:**

Σ (Abandons*_{i}CallsDistributed) / Σ (_{i}CallsDistributed)_{i}

Where: *Abandons _{i}* = Number of calls abandoned during

*timestep*as recorded by Stat Server

_{i}CallsDistributed= Number of calls distributed during_{i}timestep, as recorded by Stat Server_{i}