At-A-Glance
Category: MU-related
Export file type: Pipe-delimited (|)
File Naming Convention: muForecast_mmddyy_hhmm.txt
This export module provides forecast data for each contact type (CT) in one or more specified IEX WFM Integrated management units (MU). There is one output file that includes all specified MUs.
The output file contains one record per CT for each statistics period of each date specified. The export does not include CTs that the MU doesn't have allocations from.
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.
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 MU. |
|
| custID |
Customer ID |
|
| saGroupID |
ID for the enterprise group (EG) the MU belongs to. |
If the MU does not belong to an EG, this field is blank. |
| sagroupName |
Name associated with the saGroupID. |
If the MU does not belong to an EG, this field is blank |
| ssGroupID |
ID of the skill scheduling group the MU belongs to. |
This field is blank. |
| ssGroupName |
Name associated with the ssGroupID.
|
This field is blank. |
| buID |
Field not used with CXone ACD |
This field is blank. |
| buName |
Field not used with CXone ACD |
This field is blank. |
| ctID |
ID of the CT. |
|
| ctName | Name associated with the ctID. | |
| muID |
MU ID |
|
| muName | Name associated with the muID. | |
| modify |
Last date and time the record was modified, formatted as a UNIX timestamp. |
Some data items in this record are not stored in the database, but are calculated. Therefore, the date and time the export is run are used as the value for this field. |
| revPlanReq |
The MU's revised plan requirement for this CT for 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). |
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:
|
| commitPlanReq |
Copied requirements for 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). |
Formatted to 2 decimal places. If there is no data for the MU or its CT in any forecast allocation tables, this field is blank. |
| open |
MU's total number of scheduled open minutes for the CT. This is the sum of the MU schedule open and external open values. MU data is stored in 15-minute periods. If the statistics period is 30 minutes, values for two 15-minute periods are averaged for each record included in the sum. 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. |
| planOpen | MU's planned number of open minutes. The next day's value is stored nightly by IEX WFM Integrated. |
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|muID|muName|modify|revPlanReq|commitPlanReq|open|planOpen #sort:date,period,TZ,custID,saGroupID,saGroupName,ssGroupID,ssGroupName,buID,buName,ctID,ctName,muID,muName,modify,revPlanReq,commitPlanReq,open,planOpen ... 05052021|08:00|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|40.00|40.00|555.00|555.00 05052021|08:15|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|43.00|43.00|585.00|585.00 05052021|08:30|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|43.00|43.00|570.00|570.00 ...