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WFM Timeseries Report

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Overview

The WFM Timeseries Report offers timeseries data essential for generating forecasts and schedules within WFM production.

Usage

Specify timeseries_report as report type in the Explore API request path: /data/reports/timeseries_report/jobs.

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WFM Timeseries Report metrics

Report Example

Interval Start,Queue Name,Forecasted AVG Handle Time,Forecasted Interactive Volume Offered,History Abandoned Volume,History AVG Handle Time,History AVG Time To Abandon,History AVG Wait Time,History Backlog,History Interaction Volume Offered,History Occupancy,History Service Level Percentage,History Staffing,Predicted Abandoned Volume,Predicted AVG Handle Time,Predicted AVG Time To Abandon,Predicted AVG Wait Time,Predicted Backlog,Predicted Interaction Volume Offered,Predicted Occupancy,Predicted Required Staffing,Predicted Service Level Percentage,Predicted Staffing,Required Service Level Percentage,Required Staffing
2023-11-03 23:45:00,support_email,0,0,,,,,,,,,,,,,,,,,,,,,0
2023-11-03 23:30:00,support_email,0,0,,,,,,,,,,,,,,,,,,,,,0.10690301656723022
2023-11-03 23:15:00,support_email,2.394526720046997,1,,,,,,,,,,,,,,,,,,,,,0.03906632587313652
2023-11-03 23:00:00,support_email,2.3945722579956055,2,,,,,,,,,,,,,,,,,,,,,0.03902089223265648
2023-11-03 22:45:00,support_email,2.394618034362793,2,,,,,,,,,,,,,,,,,,,,,0.03900279849767685
2023-11-03 22:30:00,support_email,2.3946635723114014,3,,,,,,,,,,,,,,,,,,,,,0.038967251777648926
2023-11-03 22:15:00,support_email,2.3947091102600098,4,,,,,,,,,,,,,,,,,,,,,0.04222630336880684
2023-11-03 22:00:00,support_email,2.394754648208618,5,,,,,,,,,,,,,,,,,,,,,0
2023-11-03 21:45:00,support_email,2.3947999477386475,6,,,,,,,,,,,,,,,,,,,,,0.07794995605945587

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Data and Report Availability

  • You can request up to one month of data through the Explore API, applicable for the DRAFT edition only, including required and predicted timeseries. This data becomes accessible as soon as it is imported into the WFM product, such as when historical records are uploaded, forecasts are generated or modified, or when a simulation is completed.
  • Concerning data freshness, there is no distinction between the Explore API and the Reporting API. Both operate under the same assumptions regarding data and report availability.

Report Limitations

  • The report displays the most recent data within the Talkdesk WFM product, and it doesn't support querying data evolution over time.
  • If an interval has a manually edited forecast within a specified interval, it takes precedence over the automatically generated forecast (unlike the application, where both automatic and manual forecasts can coexist).
  • When filtering the report by both queue name and ID, it performs an intersection, meaning that the interval's queue name and queue ID must match those in the WFM app.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.

Updated about 1 year ago