At-A-Glance
Category: CT-related
Export file type: Pipe-delimited (|)
File Naming Convention: ctResults_mmddyy_hhmm.txt
The output file contains one record per CT for each statistics period of each date specified. The export does not consider CT hours.
If you specify a date range for the export, and there is no data for a date within the range, that date is omitted from the output file. The export includes only data from past dates.
This export doesn't differentiate between duplicate periods that occur on the Daylight Saving Time (DST) date. When there are multiple entries for the same period on a DST date, it doesn't show which of them occurred first.
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 |
Date based on the TZ. 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. |
|
| period |
Start time of the period, based on the TZ. If a time format is specified in the timeFormat attribute of the exportList element, the export uses that format. Otherwise, 24-hour time is used. |
|
| TZ |
Time zone for the CT. |
|
| custID |
Customer ID |
|
| saGroupID |
ID for the enterprise group (EG) the CT belongs to. |
If the CT does not belong to an EG, this field is blank. |
| sagroupName |
Name associated with the saGroupID. |
If the CT does not belong to an EG, this field is blank |
| ssGroupID |
ID of the skill scheduling group the CT belongs to. |
This field is blank. |
| ssGroupName |
Name associated with the ssGroupID.
|
This field is blank. |
| buID |
|
This field is blank. |
| buName |
Name associated with the buID. |
This field is blank. |
| ctID |
ID of the CT. |
|
| ctName |
Name associated with the ctID. |
|
| acdID |
ID of the CXone ACD or multimedia server for the CT. |
|
| modify |
Last date and time the record was modified, formatted as a UNIX timestamp. |
|
| actContactsReceived |
Actual number of contacts received for the CT for the period. |
For workload-based CTs, value is provided by an external system. For simulation-based and BErlangC-based CTs, value is the sum of actContactsHandled + actContactsAband. |
| actContactsHandled |
Actual number of contacts handled for the CT. |
Value is the sum of actHandledLong + actHandledShort. |
| actAHT |
Actual average handle time (AHT), in seconds, for the CT. |
Formatted to 2 decimal places. |
| slPctObj |
Service level objective for the CT, expressed as a percentage. |
Formatted to 2 decimal places. |
| actSLPct |
Actual service level percent for the CT. |
|
| slTim |
Service level (SL) objective for the CT, expressed as time in seconds. |
|
| asaObj |
Average speed of answer (ASA) objective for the CT. |
Formatted to 2 decimal places. |
| actASA | Actual ASA, in seconds, for the CT. | Formatted to 2 decimal places. |
| maxOcc |
Maximum occupancy (OCC) objective for the CT. |
Formatted to 2 decimal places. |
| actOcc |
Actual OCC for the CT. |
Formatted to 2 decimal places. Value range: 0–100. |
| actReq |
Actual requirement for the CT. 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). |
Formatted to 2 decimal places. Value represents requirements which meet or exceed all three forecast objectives: service level, ASA, and maximum occupancy. Includes adjustments for:
The field is blank for workload-based CTs. |
| actContactsHandledSL |
CT's actual number of contacts handled before the time threshold defined on the ACD or multimedia server. Also known as actHandledShort. |
|
| actContactsAband |
Actual number of contacts abandoned for the CT. |
Value is the sum of actAbandonLong + actAbandonShort. |
| actContactsAbandSL |
CT's actual number of contacts abandoned before the time threshold defined on the ACD or multimedia server. Also known as actAbandonShort. |
Value is either:
|
| actOutContacts |
Actual number of outbound contacts for the CT. |
|
| actIntContacts |
Actual number of internal contacts for the CT. |
This field is blank. |
| actBacklogNotExp |
CT's number of contacts remaining to handle that have not yet exceeded the service time defined for the period in which they were received. |
For simulation-based and BErlangC-based CTs, this field is blank. |
| actBacklogExp |
CT's number of contacts remaining to handle that have already exceeded the service time defined for the period in which they were received. |
For simulation-based and BErlangC-based CTs, this field is blank. |
| estStaff |
Estimated staff for the CT. |
Formatted to 2 decimal places. |
| actLogin |
Actual number of seconds agents spent logged in for the CT. |
|
| actTalkTime |
Actual number of seconds agents spent handling incoming contacts for the CT. |
|
| actWorkTime |
Actual number of seconds agents spent in after contact work for the CT. |
|
| actOutTime |
Actual number of seconds agents spent on outgoing contacts for the CT. |
|
| actReadyTime |
Actual number of seconds agents spent in a ready state for the CT. |
|
| actIdleTime |
Actual number of seconds agents spent in an idle, AUX, or not ready state for the CT. |
|
| actIntTime |
Actual number of seconds agents spent on internal contacts for the CT. |
This field is blank. |
| actHandledLong |
CT's actual number of contacts handled after the time threshold defined on the ACD or multimedia server. |
Value is either:
|
| actAbandonLong |
CT's actual number of contacts abandoned after the time threshold defined on the ACD or multimedia server. |
Value is either:
|
| actQueueDelay |
Actual number of seconds contacts remained in queue for the CT. |
|
| actHoldTime |
CT's actual number of seconds agents placed contacts in a hold state during contact handling. |
|
| actATT |
Actual average talk time (ATT), in seconds, for the CT. |
Formatted to 2 decimal places. |
| actAWT |
Actual average work time (AWT), in seconds, for the CT. |
Formatted to 2 decimal places. |
| actAOT |
Actual average outbound time (AOT), in seconds, for the CT. |
Formatted to 2 decimal places. |
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|period|TZ|custID|saGroupID|saGroupName|ssGroupID|ssGroupName|buID|buName|ctID|ctName|acdID|modify|actContactsReceived|actContactsHandled|actAHT|slPctObj|actSLPct|slTime|asaObj|actASA|maxOcc|actOcc|actReq|actContactsHandledSL|actContactsAband|actContactsAbandSL|actOutContacts|actIntContacts|actBackl ogNotExp|actBacklogExp|estStaff|actLogin|actTalkTime|actWorkTime|actOutTime|actReadyTime|actIdleTime|actIntTime #sort:custID,buID,ctID,date,period 05052021|00:00|EST5EDT|1|20|SAGroup 20|25|SSGroup 25|27|BU 27|28|CT28|12|1047802660|95|84|205.00|80.00|67.37|20|13.00|12.90|80.00|89|13.18|56|11|7|0|0|0|0|10.69|9582|7498|984|0|0|1102|0 05052021|00:15|EST5EDT|1|20|SAGroup 20|25|SSGroup 25|27|BU 27|28|CT 28|12|1047802660|89|70|183.00|80.00|79.78|20|13.00|12.90|80.00|86|10.58|52|8|5|0|0|0|0|8.26|9582|7498|984|0|0|1102|0 05052021|00:30|EST5EDT|1|20|SAGroup 20|25|SSGroup 25|27|BU 27|28|CT 28|12|1047802660|102|91|149.00|80.00|67.65|20|13.00|12.90|80.00|89|12.58|58|12|8|0|0|0|0|8.47|9582|7498|984|0|0|1102|0 05052021|00:45|EST5EDT|1|20|SAGroup 20|25|SSGroup 25|27|BU 27|28|CT 28|12|1047802660|95|84|205.00|80.00|67.37|20|13.00|12.90|80.00|89|13.18|56|11|7|0|0|0|0|10.69|9582|7498|984|0|0|1102|0 ...