At-A-Glance
Category: MU-related
Export file type: Pipe-delimited (|)
File Naming Convention: muResults_mmddyy_hhmm.txt
This export module provides historical contact handling statistics for 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 MU for each statistics period of each date specified. The export uses the MU time zone setting, and MU hours are not taken into account. Only past dates are included in this export.
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. This is the CT to which the MU belongs on the date. |
|
| 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. |
| estStaff |
Number of MU agents who were logged in for the period. This value depends on the estimated staff calculation selected for the MU. 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. |
| actReq |
MU's total actual requirement 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:
For skills-based MUs, requirements for all allocated CTs are added together and shown in this field. For workload-based CTs, the field is blank. |
| actContactsHandled |
Actual number of contacts handled for the MU. |
|
| actOutContacts |
Actual number of outbound contacts for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actIntContacts |
Actual number of internal contacts for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actLogin |
Actual number of seconds agents spent logged in for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actTalk |
Actual number of seconds agents spent handling incoming contacts for the MU. |
|
| actWork |
Actual number of seconds agents spent in after contact work for the MU. |
|
| actOut |
Actual number of seconds agents spent on outgoing contacts for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actReady |
Actual number of seconds agents spent in a ready state for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actBusy |
Actual number of seconds agents spent in an idle, AUX, or not ready state for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
| actINT |
Actual number of seconds agents spent on internal contacts for the MU. That is, the sum of individual agent records for all agents in the MU on the date. |
This field is system-level data. This type of data is included in only one record per queueID. System-level fields are populated for the queueID associated with the agent through skill mapping within IEX WFM Integrated. At the MU level, this data may appear under multiple records with different queueID values, if the agents have different primary skills. |
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|estStaff|actReq|actContactsHandled|actOutContacts|actIntContacts|actLogin|actTalk|actWork|actOut|actReady|actBusy|actInt #sort:custID,saGroupID,ssGroupID,buID,ctID,muID,date,period ... 05052021|08:00|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|40.00|40.00|44|0|0|33300|27720|3780|0| 1800|0|0 05052021|08:15|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|43.00|43.00|35|0|0|35100|28500|4140|0| 2460|0|0 05052021|08:30|EST5EDT|1|20|SAGrp 20|25|SSGrp 25|27|BU 27|28|CT 28|28|MU28|1047802660|43.00|43.00|33|0|0|35100|30000|3480|0| 1620|0|0 ...