public interface EPerfInfoItems
Modifier and Type | Field and Description |
---|---|
static int |
PERF_ITEM_ACT_ABANDONED_IV
Total of Actual Abandoned Interaction Volume
|
static int |
PERF_ITEM_ACT_ABANDONED_IV_PCT
Total of Actual Abandoned Interaction Volume %
|
static int |
PERF_ITEM_ACT_AHT
Weighted average of Actual Handle Time (weighted on Actual Handled Interaction Volume)
|
static int |
PERF_ITEM_ACT_ASA
Weighted average of Actual Average Speed of Answer (weighted on Actual Interaction Volume)
|
static int |
PERF_ITEM_ACT_COVERAGE
Total of Actual Coverage (agent minutes divided by timestep)
|
static int |
PERF_ITEM_ACT_DISTRIBUTED_IV
Total of Actual Distributed Interaction Volume
|
static int |
PERF_ITEM_ACT_FTE
Total of Actual Full-time Equivalent
|
static int |
PERF_ITEM_ACT_HANDLED_IV
Total of Actual Handled Interaction Volume
|
static int |
PERF_ITEM_ACT_IV
Total of Actual Interaction Volume
|
static int |
PERF_ITEM_ACT_MAN_HOURS
Total of Actual Man Hours
|
static int |
PERF_ITEM_ACT_OPTIMAL_AGENTS
Total of Optimal number of Agents based on Actual Workload (Interaction Volume * Average Handle Time)
|
static int |
PERF_ITEM_ACT_SERVICE_PCT
Weighted average of Actual Service Level % (weighted on Actual Distributed Interaction Volume)
|
static int |
PERF_ITEM_ACT_SIMPLE_AHT
Simple average of Actual Handle Time
|
static int |
PERF_ITEM_ACT_STAFFING
Total of Actual Staffing
|
static int |
PERF_ITEM_ACT_STAFFING_DIFF
Total of Actual Staffing Difference (between Optimal number of agents for Actual workload and Scheduled Coverage)
|
static int |
PERF_ITEM_ALERTS
Request to add performance alerts
|
static int |
PERF_ITEM_FRC_AHT
Weighted average of Forecasted Handle Time (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_CALC_ABANDONED_IV_PCT
Weighted average of (Achieved) Calculated Abandoned Interaction Volume % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_CALC_ASA
Weighted average of (Achieved) Calculated Average Speed of Answer (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_CALC_BUDGET
Total of Calculated Budget
|
static int |
PERF_ITEM_FRC_CALC_FTE
Total of Calculated Full-time Equivalent
|
static int |
PERF_ITEM_FRC_CALC_HIRING_PLAN
Total of Calculated Hiring Plan
|
static int |
PERF_ITEM_FRC_CALC_MAN_HOURS
Total of Calculated Man Hours
|
static int |
PERF_ITEM_FRC_CALC_MAX_OCCUPANCY_PCT
Weighted average of (Achieved) Calculated Maximum Occupancy % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_CALC_MSE
Total of Calculated Multi-skill Equivalent
|
static int |
PERF_ITEM_FRC_CALC_MSE_FTE
Total of Calculated Multi-skill Equivalent Full-time Equivalent
|
static int |
PERF_ITEM_FRC_CALC_OVERHEAD_NON_WORK
Total of Calculated Non-working Overhead
|
static int |
PERF_ITEM_FRC_CALC_OVERHEAD_WORK
Total of Calculated Working Overhead
|
static int |
PERF_ITEM_FRC_CALC_SERVICE_PCT
Weighted average of (Achieved) Calculated Service Level % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_CALC_STAFFING
Total of Calculated Staffing
|
static int |
PERF_ITEM_FRC_CALC_STAFFING_DIFF
Total of Calculated Staffing Difference (between Optimal number of agents for Forecasted workload and Calculated Staffing)
|
static int |
PERF_ITEM_FRC_IV
Total of Forecasted Interaction Volume
|
static int |
PERF_ITEM_FRC_REQ_ABANDONED_IV_PCT
Weighted average of Required Abandoned Interaction Volume % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_REQ_ASA
Weighted average of Required Average Speed of Answer (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_REQ_BUDGET
Total of Required Budget
|
static int |
PERF_ITEM_FRC_REQ_FTE
Total of Required Full-time Equivalent
|
static int |
PERF_ITEM_FRC_REQ_HIRING_PLAN
Total of Required Hiring Plan
|
static int |
PERF_ITEM_FRC_REQ_MAN_HOURS
Total of Required Man Hours
|
static int |
PERF_ITEM_FRC_REQ_MAX_OCCUPANCY_PCT
Weighted average of Required Maximum Occupancy % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_REQ_MSE
Total of Calculated Multi-skill Equivalent
|
static int |
PERF_ITEM_FRC_REQ_MSE_FTE
Total of Required Multi-skill Equivalent Full-time Equivalent
|
static int |
PERF_ITEM_FRC_REQ_OVERHEAD_NON_WORK
Total of Required Non-working Overhead
|
static int |
PERF_ITEM_FRC_REQ_OVERHEAD_WORK
Total of Required Working Overhead
|
static int |
PERF_ITEM_FRC_REQ_SERVICE_PCT
Weighted average of Required Service Level % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_FRC_REQ_STAFFING
Total of Required Staffing
|
static int |
PERF_ITEM_FRC_REQ_STAFFING_DIFF
Total of Required Staffing Difference (between Optimal number of agents for Forecasted workload and Calculated Staffing)
|
static int |
PERF_ITEM_FRC_SIMPLE_AHT
Simple average of Forecasted Average Handle Time
|
static int |
PERF_ITEM_OBJECTIVE_ABANDONED_IV_PCT
Abandoned Interaction Volume % objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_ABANDONED_IV_PCT_EX
Simple average of Abandoned Interaction Volume % objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_ASA
Average Speed of Answer objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_ASA_EX
Simple average of Average Speed of Answer objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_MAX_OCCUPANCY_PCT
Maximum Occupancy % objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_MAX_OCCUPANCY_PCT_EX
Simple average of Maximum Occupancy % objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_SERVICE_PCT
Service Level % objective (used during Forecast build)
|
static int |
PERF_ITEM_OBJECTIVE_SERVICE_PCT_EX
Simple average of Service Level % objective (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_IOT_PCT
Indirectly Occupied % parameter (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_OVERHEAD_NON_WORK
Non-working Overhead % parameter (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_OVERHEAD_NON_WORK_EX
Simple average of Non-working Overhead objective (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_OVERHEAD_WORK
Working Overhead % parameter (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_OVERHEAD_WORK_EX
Simple average of Working Overhead objective (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_PERIOD_DAILY_PAID_HOURS
Daily paid hours parameter for a period (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_PERIOD_FIXED_AGENTS
Fixed Agents parameter for a period (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_PERIOD_FIXED_AHT
Average Handle Time parameter for a period (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_PERIOD_HOURLY_WAGE
Hourly wage parameter for a period (used during Forecast build)
|
static int |
PERF_ITEM_PARAM_PERIOD_SERVICE_TIME
Service Time parameter (used during Forecast build in conjunction with Service Level %)
|
static int |
PERF_ITEM_PARAM_PERIOD_TIME_TO_ABANDON
Time to Abandon parameter (used during Forecast build in conjunction with Abandoned Interaction Volume %)
|
static int |
PERF_ITEM_SCH_ABANDONED_IV_PCT
Weighted average of Scheduled Abandoned Interaction Volume % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_SCH_AHT
Weighted average of Scheduled Average Handle Time (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_SCH_ASA
Weighted average of Scheduled Average Speed of Answer (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_SCH_BASELINE_COVERAGE
Total of Baseline Schedule Coverage
|
static int |
PERF_ITEM_SCH_BASELINE_COVERAGE_FTE
Total of Baseline Schedule Full-time Equivalent
|
static int |
PERF_ITEM_SCH_BUDGET
Total of Scheduled Budget (based on Schedule Coverage)
|
static int |
PERF_ITEM_SCH_CALC_STAFFING_OVER
Total of Calculated Overstaffing (Scheduled Coverage - Calculated Staffing)
|
static int |
PERF_ITEM_SCH_CALC_STAFFING_UNDER
Total of Calculated Understaffing (Calculated Staffing - Scheduled Coverage)
|
static int |
PERF_ITEM_SCH_COVERAGE
Total of Scheduled Coverage
|
static int |
PERF_ITEM_SCH_FTE
Total of Scheduled Full-time Equivalent
|
static int |
PERF_ITEM_SCH_HEADCOUNT
Total of Scheduled Headcount
|
static int |
PERF_ITEM_SCH_HIRING_PLAN
Total of Scheduled Hiring Plan
|
static int |
PERF_ITEM_SCH_IV
Total of Scheduled Interaction Volume
|
static int |
PERF_ITEM_SCH_MAN_HOURS
Total of Scheduled Man Hours
|
static int |
PERF_ITEM_SCH_MAX_OCCUPANCY_PCT
Weighted average of Scheduled Maximum Occupancy % (weighted on Forecasted Interaction Volume)
|
static int |
PERF_ITEM_SCH_OVERHEAD_NON_WORK
Total of Scheduled Non-working Overhead
|
static int |
PERF_ITEM_SCH_OVERHEAD_WORK
Total of Scheduled Working Overhead
|
static int |
PERF_ITEM_SCH_REQ_STAFFING_OVER
Total of Required Overstaffing (Scheduled Coverage - Required Staffing)
|
static int |
PERF_ITEM_SCH_REQ_STAFFING_UNDER
Total of Required Understaffing (Required Staffing - Scheduled Coverage)
|
static int |
PERF_ITEM_SCH_SERVICE_PCT
Weighted average of Scheduled Service Level % (weighted on Forecasted Interaction Volume)
|
static final int PERF_ITEM_ALERTS
static final int PERF_ITEM_ACT_IV
static final int PERF_ITEM_ACT_AHT
static final int PERF_ITEM_ACT_SERVICE_PCT
static final int PERF_ITEM_ACT_ABANDONED_IV_PCT
static final int PERF_ITEM_ACT_ASA
static final int PERF_ITEM_ACT_STAFFING
static final int PERF_ITEM_ACT_STAFFING_DIFF
static final int PERF_ITEM_ACT_DISTRIBUTED_IV
static final int PERF_ITEM_ACT_HANDLED_IV
static final int PERF_ITEM_FRC_IV
static final int PERF_ITEM_FRC_AHT
static final int PERF_ITEM_FRC_CALC_STAFFING
static final int PERF_ITEM_FRC_CALC_STAFFING_DIFF
static final int PERF_ITEM_FRC_REQ_ASA
static final int PERF_ITEM_FRC_REQ_SERVICE_PCT
static final int PERF_ITEM_FRC_REQ_STAFFING
static final int PERF_ITEM_FRC_REQ_STAFFING_DIFF
static final int PERF_ITEM_FRC_REQ_ABANDONED_IV_PCT
static final int PERF_ITEM_SCH_ASA
static final int PERF_ITEM_SCH_HEADCOUNT
static final int PERF_ITEM_SCH_COVERAGE
static final int PERF_ITEM_SCH_ABANDONED_IV_PCT
static final int PERF_ITEM_SCH_MAX_OCCUPANCY_PCT
static final int PERF_ITEM_SCH_SERVICE_PCT
static final int PERF_ITEM_SCH_REQ_STAFFING_UNDER
static final int PERF_ITEM_SCH_CALC_STAFFING_UNDER
static final int PERF_ITEM_SCH_REQ_STAFFING_OVER
static final int PERF_ITEM_SCH_CALC_STAFFING_OVER
static final int PERF_ITEM_OBJECTIVE_SERVICE_PCT
static final int PERF_ITEM_PARAM_PERIOD_SERVICE_TIME
static final int PERF_ITEM_OBJECTIVE_ABANDONED_IV_PCT
static final int PERF_ITEM_PARAM_PERIOD_TIME_TO_ABANDON
static final int PERF_ITEM_OBJECTIVE_ASA
static final int PERF_ITEM_OBJECTIVE_MAX_OCCUPANCY_PCT
static final int PERF_ITEM_PARAM_IOT_PCT
static final int PERF_ITEM_PARAM_OVERHEAD_WORK
static final int PERF_ITEM_PARAM_OVERHEAD_NON_WORK
static final int PERF_ITEM_FRC_CALC_SERVICE_PCT
static final int PERF_ITEM_FRC_CALC_ABANDONED_IV_PCT
static final int PERF_ITEM_FRC_CALC_ASA
static final int PERF_ITEM_FRC_CALC_MAX_OCCUPANCY_PCT
static final int PERF_ITEM_SCH_BUDGET
static final int PERF_ITEM_FRC_CALC_BUDGET
static final int PERF_ITEM_FRC_REQ_BUDGET
static final int PERF_ITEM_PARAM_PERIOD_DAILY_PAID_HOURS
static final int PERF_ITEM_PARAM_PERIOD_HOURLY_WAGE
static final int PERF_ITEM_PARAM_PERIOD_FIXED_AGENTS
static final int PERF_ITEM_PARAM_PERIOD_FIXED_AHT
static final int PERF_ITEM_SCH_FTE
static final int PERF_ITEM_FRC_CALC_FTE
static final int PERF_ITEM_FRC_REQ_FTE
static final int PERF_ITEM_SCH_HIRING_PLAN
static final int PERF_ITEM_FRC_CALC_HIRING_PLAN
static final int PERF_ITEM_FRC_REQ_HIRING_PLAN
static final int PERF_ITEM_SCH_MAN_HOURS
static final int PERF_ITEM_FRC_CALC_MAN_HOURS
static final int PERF_ITEM_FRC_REQ_MAN_HOURS
static final int PERF_ITEM_FRC_SIMPLE_AHT
static final int PERF_ITEM_ACT_COVERAGE
static final int PERF_ITEM_ACT_FTE
static final int PERF_ITEM_ACT_MAN_HOURS
static final int PERF_ITEM_ACT_ABANDONED_IV
static final int PERF_ITEM_FRC_CALC_OVERHEAD_WORK
static final int PERF_ITEM_FRC_CALC_OVERHEAD_NON_WORK
static final int PERF_ITEM_FRC_REQ_OVERHEAD_WORK
static final int PERF_ITEM_FRC_REQ_OVERHEAD_NON_WORK
static final int PERF_ITEM_SCH_OVERHEAD_WORK
static final int PERF_ITEM_SCH_OVERHEAD_NON_WORK
static final int PERF_ITEM_SCH_IV
static final int PERF_ITEM_SCH_AHT
static final int PERF_ITEM_OBJECTIVE_SERVICE_PCT_EX
static final int PERF_ITEM_OBJECTIVE_ABANDONED_IV_PCT_EX
static final int PERF_ITEM_OBJECTIVE_ASA_EX
static final int PERF_ITEM_OBJECTIVE_MAX_OCCUPANCY_PCT_EX
static final int PERF_ITEM_PARAM_OVERHEAD_WORK_EX
static final int PERF_ITEM_PARAM_OVERHEAD_NON_WORK_EX
static final int PERF_ITEM_FRC_REQ_MAX_OCCUPANCY_PCT
static final int PERF_ITEM_ACT_SIMPLE_AHT
static final int PERF_ITEM_SCH_BASELINE_COVERAGE
static final int PERF_ITEM_FRC_CALC_MSE
static final int PERF_ITEM_FRC_REQ_MSE
static final int PERF_ITEM_SCH_BASELINE_COVERAGE_FTE
static final int PERF_ITEM_FRC_CALC_MSE_FTE
static final int PERF_ITEM_FRC_REQ_MSE_FTE
static final int PERF_ITEM_ACT_OPTIMAL_AGENTS
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