WFM Schedules
This dataset is available for accounts that have WFM (Workforce Management) enabled.
1. What does each field represent?
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Agent Name | Full Name of the Agent | String | None | Schedule Report | Yes | Dimension |
| Agent ID | Agent ID | String | None | Schedule Report | Yes | Dimension |
| Agent Ring Group | List of all Ring Groups that agents belong to | String | None | Schedule Report | Yes | Dimension |
| Team id | ID of the Team | String | None | Schedule Report | Yes | Dimension |
| Edition ID | Schedule ID for the moment it was sent to Explore | String | None | Schedule Report | Yes | Dimension |
| Event Description | Description of the Event (from the field Add description on Events) | String | None | Schedule Report | Yes | Dimension |
| Event Duration | Measured in seconds | Number | None | Schedule Report | Yes | Dimension |
| Event End Time | Time event ended in UTC | Date Time | yyyy-mm-dd hh:mm:ss | Schedule Report | No | Dimension |
| Event Pay Status | Displays if the event is Paid or Unpaid | String | None | Schedule Report | Yes | Dimension |
| Event Start Time | Time event ended in UTC | Date Time | yyyy-mm-dd hh:mm:ss | Schedule Report | No | Dimension |
| Event Timestamp | Displays when the Schedule was sent to Explore | Date Time | yyyy-mm-dd hh:mm:ss | Schedule Report | Yes | Dimension |
| Event Type Id | Event Type ID (same ID for each event type) | String | None | Schedule Report | Yes | Dimension |
| Event Type | Type of event such as “E-mail, Phone, Lunch” | String | None | Schedule Report | Yes | Dimension |
| Event Type Usage | Displays if the event is a Shift or a Break | String | None | Schedule Report | Yes | Dimension |
| Reference Date | If associated with a shift, then shift start time in UTC. If not associated with a shift, then event start time in UTC. Similar logic to Reference Date for adherence events. | String | None | Schedule Report | Yes | Dimension |
1.1 How to get the latest Schedule data.
The "Timestamp" field represents the moment the values were sent to Explore. Results for each day are sorted by the latest timestamp, so the latest schedule information is displayed in that manner.
1.2 When is the data synced with Explore?
The data is synced at least once a day at midnight (account time).
1.3 What data is sent each day?
It depends on account timelines.
1.4 Why am I seeing the same day so many times?
As data is synced daily to Explore, it contains multiple versions of the same day (according to the account timelines). See point 1.1 on how to get the latest Schedule data.
Updated over 2 years ago