At-A-Glance
Category: Agent-related
Export file type: Pipe-delimited (|)
File Naming Convention: agentAdherenceSummary_mmddyy_hhmm.txt
This export lets you compare an agent’s actual activity data and scheduled activity data. It shows a summary of an agent’s adherence over a user-defined period. It also includes information about the agent's total scheduled time and overall adherence for the period. The Agent Adherence by Attribute Summary export lets you view this summary data based on a specified attribute. The Agent Adherence Detail export provides a more detailed view of this data.
Key Facts About This Export
If you identify an activity code attribute for this export, IEX WFM Integrated uses the value assigned to each activity code for that attribute to generate calculated fields. If the attribute child doesn't exist for a customerID in the entityList, the attribute named EXC_EXPORT is used for the customer ID.
If you compare data from this export to the out-of-the-box (OOTB) MU Adherence report, there are two reasons the data may differ:
- The MU Adherence report uses a case-sensitive activity code attribute named Adherence. You cannot select a different attribute when generating the report. Therefore, if you select a different attribute for this export, you may see differences in the results.
- The MU Adherence report shows the data in one-minute precision. If you have IEX WFM Integrated 7.4.3 or later, this export can be configured to show the data at one-second precision. Since the export would then be at a more granular level, you may see differences in the results. Talk to your Account Representative to learn more about one-second precision for this export.
Output File: Fields and Descriptions
During your Professional Services engagement, you can choose which of the following fields to include in your export. Make sure you include every field you think you might need; you'll need a change request if you want to add fields after the export is configured. If you don't select specific fields, your export will include all the fields described here.
| Field | Description | Values |
|---|---|---|
| date |
Activity code date based on the MU time zone. If a date format is specified in the dateFormat attribute of the exportList element, the export uses that format. Otherwise, dates are formatted as mmddyyyy. Classics, Inc., has this export set to run every daily for the previous day's activity. The export on Sunday, April 8th, contains data for Saturday, April 7th. This includes activities that began on Friday, April 6th and ran past midnight into Saturday, April 7th. The export does not include activities that started on Saturday, April 7th and ran past midnight on Sunday, April 8th. Those activities would be in Monday's report. |
|
| TZ |
Time zone for the MU. |
|
| custID |
Customer ID |
|
| muID |
MU ID |
|
| tvID |
Agent's IEX WFM Integrated ID |
|
| acdID |
ID of the CXone ACD or multimedia server on the specified date. |
|
| logonID |
Logon for the agent associated with the acdID |
This field can be blank. |
| ssn |
Agent's personal ID number |
This field is blank if no personal ID number is assigned to or available for the agent. |
| agentData |
Value assigned to the agent for the specified agent data group. You can include as many agentData elements as you want. The export file contains one field for each agentData element you specify. You can also specify the same agent data group more than once. Agent data group values are stored by date range. They are not dependent on the agent's MU assignment. If you don't select any agent data group, this field is omitted from the export. |
This field is blank if the agent wasn't assigned a value for the specified agent data group for the date. |
| agentName |
Agent's name, formatted as <last><first><suffix> |
|
| modify |
Time the adherence values were last calculated and the record was exported. The value uses the server's time zone and is formatted as a UNIX timestamp. Adherence values are not stored in the IEX WFM Integrated database. The current date/time of the export is used as the modify field. The export cannot use a last modified field from a database record because:
If any of the database records are modified after the date in this field, the data in the record no longer matches the data on the MU Adherence report. |
|
| totalAct |
Total number of seconds the agent was signed on during the period. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| totalInAdh |
Total number of seconds the agent was in adherence during the period. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| totalOutAdh |
Total number of seconds the agent was out of adherence during the period . This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| totalSched |
Total number of seconds the agent was scheduled during the period. This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
|
| adhPct |
Agent's adherence percentage for the period (totalInAdh/totalSched). This field is calculated at the time the export is run. You can find more information about these calculations in the help guides for the IEX WFM Rich Client Platform (RCP). |
0.00–100.00 |
| externalID | If your company has configured Agent WebStation to use external IDs, the value is that ID for this agent. | If the agent's externalID field is blank, this field is also blank. |
Output File: Sample
The following shows a sample file generated for a customer, based on their custom parameters. It also shows the data values rather than field names. It's meant only to give you an idea of what your export might look like.
#fields:date|TZ|custID|muID|tvID|acdID|logonID|ssn|TeamLdr|agentName|modify|totalAct|totalInAdh|totalOutAdh|totalSched| adhPct #sort:custID,muID,agentName,date 05052021|GMT-6|1|20|54321|27|54321|123456789|MDS|Sarlay, John|1047802660|30600|29040|1560|30600|84.33 05062021|GMT-6|1|20|54321|27|54321|123456789|MDS|Sarlay, John|1047802660|54000|3600|50400|32400|85.52 05072021|GMT-6|1|20|54321|27|54321|123456789|MDS|Sarlay, John|1047802660|61200|0|61200|28800|87.84 05052021|GMT-6|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|52200|19800|31140|30600|81.13 05062021|GMT-6|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|30600|15300|15300|30600|74.98 05072021|GMT-6|1|20|12345|27|12345|987654321|MDS|Barni, Meghan|1047802660|52200|0|52200|30600|80.25