Enterprises with large call centers often use workforce management systems to help predict required staffing levels. iService tracks extensive metrics that can be imported into your workforce management system to predict staffing requirements for messaging. Although the requirements for importing messaging details vary by system, the inputs are generally very similar. iService includes processes to capture these metrics and make them available to your workforce management system. iService currently supports calculations for the Pipkins and Calabrio workforce management systems.
This API requires a queue system that will fetch the calculated value, convert them into final format, and then post them to the workforce management system API. For iService On-Demand users, this process is managed for you via our hosting AWS environment. We use AWS SQS for the process and track any failures or issues that occur in the process. If you are an On-Premises user, you can create your own queue and posting process for your tenant using whatever method your organization has adopted for message queuing.
Agent and Queue Statistics Calculated
The integration-api-workforce-management API calculates statistics about your incoming and outgoing activity by queue (topic) as well as by agent. The calculations include the following.
Queue Statistics
These values specify the volume of incoming questions and outgoing answers generated by topic during the time frame specified. A separate record is created for each queue (topic) during the time step.
Value Name |
Description |
iService Details |
|---|---|---|
intervalStartDateTime |
string($date-time) Start date and time of the reported interval |
Date + Time Step |
queueId |
stringmaxLength: 100 minLength: 1 Unique queue ID in the CC platform. Not shown in the reports, but important for the queue mapping. Set to same value as queueName if not available |
Topic ID |
queueName |
stringmaxLength: 100minLength: 1 Queue name as defined in the CC platform |
Topic Name |
offeredContacts |
integer($int32) Total number of incoming contacts to this queue |
Aggregate of all Questions that arrived inside time step, regardless of current status. |
answeredContacts |
integer($int32) Total number of answered contacts on this queue |
Aggregate of all Answers resolved inside time step. |
contactTime |
integer($int32) Total contact duration for contacts put on this queue and subsequently answered, including hold time (in seconds) |
The total time passed, in seconds, for CH from the time answers were created until they were resolved. |
Agent Activity Statistics
These values specify the volume of answers generated by topic for each agent during the time frame specified. A separate record is created for each agent and the queues (topics) from which they created answers during the time step.
Value Name |
Description |
iService Details |
|---|---|---|
intervalStartDateTime |
string($date-time) Start date and time of the reported interval |
Date + Time Step |
queueId |
stringmaxLength: 100minLength: 1 Unique queue ID in the CC platform. Not shown in the reports, but important for the queue mapping. Set to same value as queueName if not available |
iService Topic ID |
queueName |
stringmaxLength: 100minLength: 1 Queue name as defined in the CC platform |
iService Topic Name |
agentId |
stringmaxLength: 100minLength: 1 Unique agent ID in the CC platform. Not shown in the reports, but important for the agent mapping. Set to same value as agentName if not avalible |
iService Agent ID |
agentName |
stringmaxLength: 100minLength: 1 The agent’s login as defined in the CC platform |
iService Agent Name |
contactTime |
integer($int32) Total contact duration for contacts put on this queue and subsequently answered by the agent, including hold time (in seconds) |
Total time in seconds from creation of the answer until it is sent. |
answeredContacts |
integer($int32) Total number of answered contacts on this queue |
Total number of answers created by the agent during the time step. |
completedContacts |
integer($int32).nullable: true |
Total number of answered and wrapped-up contacts on this queue |
Agent Login Statistics
These values specify the time an agent was logged in and their activity during the time step specified. A separate record is created for each agent.
Value Name |
Description |
iService Details |
|---|---|---|
intervalStartDateTime |
string($date-time) Start date and time of the reported interval |
Date + Start Time |
agentId |
string maxLength: 100 -- minLength: 1 Unique agent ID in the CC platform. Not shown in the reports, but important for the agent mapping. Set to same value as agentName if not avalible |
iService Agent Contact ID |
agentName |
string maxLength: 100 -- minLength: 1 The agent’s login as defined in the CC platform. |
iService Agent Login - there can be multiple values. We use the first email. |
loginTime |
integer($int32) Total logged-in time during the interval (s) |
End of time step minus iService agent login time limited to 15 minutes max |
directOutContacts |
integer($int32) Number of outgoing direct contacts (not routed contacts) |
Total of agent emails, private notes, public notes, and resolve notes. |
