WFM Reports

Updated: Apr 16, 2024

1 min read

Historical reports

Note - The WFM reports data can only be compared to the source API which is listed under the source API column, there is no other report/API to compare the data to

We have 3 WFM vendors(Verint, Calabrio, and Nice), of which we’ve created an integration to pull reports from Data Transporter to those vendors.

The Data availability for each adapter is the last 24 hours and delivered in near-real-time.

In order to receive data in the desired report you would need to contact your LivePerson Account Manager in order to enable the following AC features:

LEUI.BAM_Enabled
Common.WorkforceManagement_AHT
lp-agentactivity-app.wfm-nrt-interval-metrics

Once the features were turned on you would need to navigate to the Data Sources section and enable the following permissions:
Data > Workforce Management

Data > Key messaging metrics(for reports that include the agent system and agent state fields)

Administration > Users(for reports that include the employee ID)

Following that, navigate to the Data Transporter and add a New Source and Data Destination under Data Connection.

Note - For Calabrio only while setting up the Data Destination you will need to input the following data in the following fields:

Application - 'HTTP Post'
Remote Url - The 'API Document URL' you received from Calabrio
Example - https://xxxxxxxxxx.teleopticloud.com/historical-data
HTTP Method - 'Post'
Headers - Static - They would need to add a JSON containing a Tenant key that should be provided by Calabrio which you place instead of the “[insert_token]” value
Example: {"Authorization": "Bearer [insert_token]"}
URL Parameters - Static - They would need to add a JSON containing a Data source key that should be provided by Calabrio which you place instead of the “[insert_token]” value
Example: {"dataSourceKey": "[insert_token]"}

After the initial setup is complete (all settings have been created and selected), a new task can be created by selecting “Create Task” on the Reports landing page. Based on the Vendor that you would like to push the data to.

You would have the following options:

Field	Verint	Calabrio	Nice
Description	Provide a description of the report/task	Provide a description of the report/task	Provide a description of the report/task
Data Source	Select API keys configured in the “Data Connection” tab	Select API keys configured in the “Data Connection” tab	Select API keys configured in the “Data Connection” tab
Data Category	Messaging	Messaging	Messaging
Report Type	WFM Adapter for Verint - Messaging - CSI Report	WFM Adapter for Calabrio	WFM Adapter for NICE - Messaging - Queue Data (Q), Agent Queue Data (AQ), Agent System Data (AS)
Report Frequency - Just Once	In the Data Transporter UI, the time zone presented is the time configured in the “General” settings.	In the Data Transporter UI, the time zone presented is the time configured in the “General” settings.	In the Data Transporter UI, the time zone presented is the time configured in the “General” settings.
Report Frequency - Interval	We only support the following options - 15,30,60 If at 2 PM I choose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:45 PM I chose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:50 PM I chose an interval of 15 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:45-3:00 PM	We only support the following options - 15,30,60 If at 2 PM I choose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:45 PM I chose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:50 PM I chose an interval of 15 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:45-3:00 PM	We only support the following options - 15,30,60 If at 2 PM I choose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:45 PM I chose an interval of 60 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:00-3:00 PM If at 2:50 PM I chose an interval of 15 minutes+delay of 30 minutes. I will get at 3:30 PM the data from 2:45-3:00 PM
Delay report generation by	We only support 30 minutes and up	We only support 30 minutes and up	We only support 30 minutes and up
Data timezone	Select the Time zone of which you would like for the dates and times in the report to appear	Select the Time zone of which you would like for the dates and times in the report to appear	Select the Time zone of which you would like for the dates and times in the report to appear
Report Specific Parameters	Queue Identifier: Skill ID Skill Name SL: Zero - which would be the default option Agent responses within the SL rate asa: Avg. Time To First Response or from human Agent Assignment(including transfer) Avg, enter the queue until the first response from a human agent. Total Time To First Response or from Human Agent Assignment In the Data Transporter, it would say "Total Time To First Response All Assignments" Total time until the first response from a human agent In the Data Transporter, it would say "Total Wait Time First Response" Handle Time Model: In Focus Time (IFT) Engaged Handle Time (EHT)	Agent Name Identifier: agent Name agent Login Name Employee ID CRM ID Handle Time Model: In Focus Time (IFT) Engaged Handle Time (EHT)	Agent Identifier: agent ID agent Login Name Employee ID CRM ID Queue Identifier: Skill ID Skill Name Handled Volume definition: Handled conversations Replied conversations Closed Conversations SvcLvlPct: Zero - which would be the default option Agent responses within the SL rate QueueDelayTime: Avg. Time To First Response or from human Agent Assignment(including transfer) In the Data Transporter, it would say "Avg Time to First Response All Assignments" Avg, enter the queue until the first response from a human agent. In the Data Transporter, it would say "Avg Wait Time First Response" Total Time To First Response or from Human Agent Assignment In the Data Transporter, it would say "Total Time To First Response All Assignments" Total time until the first response from a human agent In the Data Transporter, it would say "Total Wait Time First Response" Handle Time Model: In Focus Time (IFT) Engaged Handle Time (EHT) In Focus Time by End Date (IFTBED)

Under 'Report Specific Parameters' you would also have this additional setting - Show arrivals for all skills - which is used to set the Interval-Metrics API 'includeBotSkills' parameter to 'true'. The logic for filtering out bots in the API is inferred from handle time or work time so it filters out 'suspected' bot skills

Available fields in each historical report

Verint

Verint Field	Verint Field Definition	LivePerson Field	LivePerson Field Description	Source API
queue	Contact queue unique identifier	skillName or skillId		Interval Metrics
asa	This is typically measured from the time the contact arrives until the time an agent first answers (not the time the contact is completely finished).	You will have 2 options to choose from: Avg. Time To First Response or from human Agent Assignment(including transfer) Avg, enter the queue until the first response from a human agent. Total Time To First Response or from Human Agent Assignment In the Data Transporter, it would say "Total Time To First Response All Assignments" Total time until the first response from a human agent In the Data Transporter, it would say "Total Wait Time First Response"	Avg. Time To First Response or from human Agent Assignment(including transfer) - The average time taken by an agent to respond to the first message a consumer sent in a conversation from the time the agent was assigned or joined the conversation. Measured for the first agent message sent in a new conversation and after the conversation was transferred (including skill-to-skill transfer, agent-to-agent transfer, and assignment after Back-to-Queue). The metric is attributed to the agent response time. Only for a human-type agent. Avg, enter the queue until the first response from a human agent. - The time on average taken by a human agent to respond to a consumer for the first time. Calculated for the first human agent message sent after the conversation started. Total Time To First Response or from human Agent Assignment(including transfer) - The total time taken by an agent to respond to the first message a consumer sent in a conversation from the time the agent was assigned or joined the conversation. Measured for the first agent message sent in a new conversation and after the conversation was transferred (including skill-to-skill transfer, agent-to-agent transfer, and assignment after Back-to-Queue). The metric is attributed to the agent response time. Only for a human-type agent. Total time of enter the queue until the first response from a human agent. - The total time taken by a human agent to respond to a consumer for the first time. Calculated for the first human agent message sent after the conversation started.	Key Messaging Metrics
arrivals	Volume (Number of messages) arrived. All messages arrived for the queue during the time interval except auto-response messages.	arrivals	This metric is only available at skill grouping. Number of conversations opened / transferred to the skill during an interval.	Interval Metrics
replied	Number of contacts replied by humans (excludes automatic responses)	repliedConversations	Number of unique conversations handled by human agents who sent at least 1 message during an interval.	Interval Metrics
handled		handledConversations	Number of unique conversations handled by human agents during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Number of unique conversations focused by their assigned human agent. EHT - Number of conversations focused by their assigned human agent, while either: - The conversation is pending an agent response - The agent is sending messages	Interval Metrics
aht	Average handle time for emails that have been completed during the report period.	handleTime / handledConversations*	Avg time spent by human agents handling conversations during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Time spent by human agents focused on conversations they are assigned to. EHT - Time spent by human agents focused on conversations they are assigned to, while either: - The conversation is pending an agent response - The agent is sending messages (calculated until the last agent message)	Interval Metrics
staff		0
backlog		0
organization		0
sl		You will have 2 options to choose from: Zero - which would be the default option Agent responses within SLA rate	Agent responses within SLA rate - (1 - Agent responses outside SLA rate) * 100 Note - only calculates the first agent message For example - only the events marked in bold will be counted Conversation start consumer message consumer message agent message agent message consumer message agent message agent message agent message consumer message agent message	Key Messaging Metrics

NICE

Queue report

NICE Field (per skill)	NICE Field Definition	LivePerson Field	LivePerson Field Description	Source API
QueueValue	This represents the Contact Router Contact Queue ID (this means they need LP skill ID)	skillId or skillName		Interval Metrics
ContactsReceived	The number of Contacts that entered the Contact Router system during this interval on this Contact Queue.	arrivals	This metric is only available at skill grouping. Number of conversations opened / transferred to the skill during an interval.	Interval Metrics
HandledLong	This is the number of contacts handled (serviced) after a particular grade of service time was met. If grade of service time threshold is not defined (HandledShort is not differentiated from HandledLong), the total Handled Contacts count may be supplied in this field.	You will have 4 options to choose from: handledConversations repliedConversations arrivals Closed Conversations	handledConversations - Number of unique conversations handled by human agents during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Number of unique conversations focused by their assigned human agent. EHT - Number of conversations focused by their assigned human agent, while either: - The conversation is pending an agent response - The agent is sending messages repliedConversations - Number of unique conversations handled by human agents who sent at least 1 message during an interval. Arrivals - This metric is only available at skill grouping. Number of conversations opened / transferred to the skill during an interval. Closed conversations - Number of conversations closed to the agent per skill during an interval.	Interval Metrics Interval Metrics Interval Metrics
HandleTime	This is the Total Handle Time of all handled contacts during this interval on this Contact Queue.	handleTime*	Time spent by human agents handling conversations during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Time spent by human agents focused on conversations they are assigned to. EHT - Time spent by human agents focused on conversations they are assigned to, while either: The conversation is pending an agent response The agent is sending messages (calculated until the last agent message) In Focus Time by End Date (IFTBED) - Sum of total Time human agents were focused on a conversation from beginning to close, attributed to the interval it was closed.	Interval Metrics
QueueDelayTime	formal NICE description(related to Voice contact center definition)The total amount of time customers wait in queue before the contact is presented to an agent for handling. For inbound voice, this time does not include IVR time. For WFM to accurately calculate Average Speed of Answer (ASA), this value should be pegged to the same interval in which the contact is pegged as Handled.	You will have 2 options to choose from: Avg. Time To First Response or from human Agent Assignment(including transfer) In the Data Transporter, it would say "Avg Time to First Response All Assignments" Avg, enter the queue until the first response from a human agent. In the Data Transporter, it would say "Avg Wait Time First Response" Total Time To First Response or from Human Agent Assignment In the Data Transporter, it would say "Total Time To First Response All Assignments" Total time until the first response from a human agent In the Data Transporter, it would say "Total Wait Time First Response"	Avg. Time To First Response or from human Agent Assignment(including transfer) - The average time taken by an agent to respond to the first message a consumer sent in a conversation from the time the agent was assigned or joined the conversation. Measured for the first agent message sent in a new conversation and after the conversation was transferred (including skill-to-skill transfer, agent-to-agent transfer, and assignment after Back-to-Queue). The metric is attributed to the agent response time. Only for a human-type agent. Avg, enter the queue until the first response from a human agent. - The time on average taken by a human agent to respond to a consumer for the first time. Calculated for the first human agent message sent after the conversation started. Total Time To First Response or from human Agent Assignment(including transfer) - The total time taken by an agent to respond to the first message a consumer sent in a conversation from the time the agent was assigned or joined the conversation. Measured for the first agent message sent in a new conversation and after the conversation was transferred (including skill-to-skill transfer, agent-to-agent transfer, and assignment after Back-to-Queue). The metric is attributed to the agent response time. Only for a human-type agent. Total time of enter the queue until the first response from a human agent. - The total time taken by a human agent to respond to a consumer for the first time. Calculated for the first human agent message sent after the conversation started.	Key Messaging Metrics
HoldTime	The total Hold Time (the amount of time during this interval the customer was placed on Hold) for Handled, RPC, and WPC contacts that occurred during this interval on this Contact Queue.	0
WorkTime	The total After Contact Work (or WrapUp) Time for all handled contacts that occurred during this interval on this Contact Queue. Note: The Work Time is being applied to the Queue of the previously handled contact.	Work Time	Total Time Agent In Focus Of Closed Conversation	Interval Metrics
SvcLvlPct	For Immediate Response type contacts, WFM will use HandledShort, HandledLong, AbandonedShort, and AbandonedLong to derive the Service Level Percent value, therefore this field will be ignored. For Deferrable Response type contacts, this may reflect the same derivation as Immediate Response type contacts (as described directly above) or it may equate to the percentage of contacts the agent responded to the customer on or before the service level threshold. The actual Service Level Threshold (time value) is determined per Contact Queue by the Contact Router system.	You will have 2 options to choose from: Zero - which would be the default option Agent responses within SLA rate	Agent responses within SLA rate - (1 - Agent responses outside SLA rate) * 100 Note - only calculates the first agent message For example - only the events marked in bold will be counted Conversation start consumer message consumer message agent message agent message consumer message agent message agent message agent message consumer message agent message	Key Messaging Metrics
Backlog		0
BackLogExpired		0
BackLogNotExpired		0

Limitations:

QueueDelayTime:

Avg. Time To First Response or from human Agent Assignment(including transfer) - If as an agent I got a conversation and I didn't write anything in the conversation and then transferred it to a different agent/skill, the time it was assigned to me until the time I transferred it will not be calculated, no matter if the consumer wrote or didn't write messages in the conversation while it was assigned to me.
Avg, enter the queue until the first response from a human agent. - Only the first agent response will be counted. In the case of a transfer event, the second agents' response will not be counted.

Agent Queue

NICE Field (per skill)	NICE Field Definition	LivePerson Field	LivePerson Field Description	Source API
QueueValue	This represents the Contact Router Contact Queue ID.	skillId or skillName		Interval Metrics
AgentValue	This represents the Contact Router agent ID. Commonly, this is equivalent to an agent Logon ID, Extension, Name, Email Address, etc.	agentId or agentLoginName		Interval Metrics
Handled	The total number of contacts handled (serviced) by this agent during this interval on this Contact Queue.	You will have 4 options to choose from: handledConversations repliedConversations arrivals Closed Conversations	handledConversations - Number of unique conversations handled by human agents during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Number of unique conversations focused by their assigned human agent. EHT - Number of conversations focused by their assigned human agent, while either: - The conversation is pending an agent response - The agent is sending messages repliedConversations - Number of unique conversations handled by human agents who sent at least 1 message during an interval. Closed conversations - Number of conversations closed to the agent per skill during an interval.	Interval Metrics Interval Metrics Interval Metrics
HandledTime	This is the total handle time of all contacts handled by this agent during this interval on this Contact Queue.	handleTime*	Time spent by human agents handling conversations during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Time spent by human agents focused on conversations they are assigned to. EHT - Time spent by human agents focused on conversations they are assigned to, while either: The conversation is pending an agent response The agent is sending messages (calculated until the last agent message) In Focus Time by End Date (IFTBED) - Sum of total Time human agents were focused on a conversation from beginning to close, attributed to the interval it was closed.	Interval Metrics
WorkTime		Work Time	Total Time Agent In Focus Of Closed Conversation	Interval Metrics

Agent System

NICE Field (per agent)	NICE Field Definition	LivePerson Field	LivePerson Field Description	Source API
AgentValue	This represents the Contact Router agent identifier. Commonly, this is equivalent to an agent Logon ID, Extension, Name, Email Address, etc.	agentId or agentLoginName		Agent View
ReadyTime	The amount of time during this interval the Agent spent in the Ready state (available and ready to receive contacts). (should not exceed the interval length.)	onlineDuration / 1000	Agent online duration within the selected timeframe.	Agent View
NotReadyTime	The amount of time during this interval the Agent spent in a Not Ready state. Not Ready is the time an agent is logged in, not available to receive contacts, and not in a work related state. It can possibly be used for personal time. (should not exceed the interval length.)	(loginDuration - onlineDuration) / 1000		Agent View
LoginTime	The amount of time the Agent was logged in during this interval. (should not exceed the interval length.)	loginDuration / 1000	Agent login duration (Online / BackSoon / Away) within the selected timeframe.	Agent View
InternalContacts		0
InternalHandleTime		0
OutboundContacts		0
OutboundHandleTime		0

Calabrio

Queue Stat

Calabrio Field	Calabrio Field Definition	LivePerson Field	LivePerson Field Description	Source API
intervalStartDateTime	Start date and time of the reported interval	Start date and time of the reported interval		Interval Metrics
queueId	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.	skilIld		Interval Metrics
queueName	Queue name as defined in the CC platform	skillName		Interval Metrics
offeredContacts	Total number of incoming contacts to this queue	arrivals	This metric is only available at skill grouping. Number of conversations opened / transferred to the skill during an interval.	Interval Metrics
answeredContacts	Total number of answered contacts on this queue	handledConversations	Number of unique conversations handled by human agents during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Number of unique conversations focused by their assigned human agent. EHT - Number of conversations focused by their assigned human agent, while either: - The conversation is pending an agent response - The agent is sending messages	Interval Metrics
answeredContactsInServiceLevel		0
abandonedContacts		0
abandonedAcceptableContacts		0
abandonedShortContacts		0
completedContacts	Total number of answered and wrapped-up contacts on this queue	repliedConversations	Number of unique conversations handled by human agents who sent at least 1 message during an interval.	Interval Metrics
overflowOutContacts		0
overflowInContacts		0
contactTime	Total contact duration for contacts put on this queue and subsequently answered, including hold time (in seconds)	handleTime*	Time spent by human agents handling conversations during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Time spent by human agents focused on conversations they are assigned to. EHT - Time spent by human agents focused on conversations they are assigned to, while either: The conversation is pending an agent response The agent is sending messages (calculated until the last agent message)	Interval Metrics
holdTime		0
afterContactWorkTime		0		Interval Metrics
queueTimeAnsweredContacts		0
queueTimeAbandonedContacts		0
longestQueueTimeAnsweredContacts		0
longestQueueTimeAbandonedContacts		0

Agent Queue Stat

Calabrio Field	Calabrio Field Definition	LivePerson Field	LivePerson Field Description	Source API
intervalStartDateTime	Start date and time of the reported interval	Start date and time of the reported interval		Interval Metrics
queueId	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.	skilIld		Interval Metrics
queueName	Queue name as defined in the CC platform	skillName		Interval Metrics
agentId	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 available	agentId		Interval Metrics
agentName	The agent’s login as defined in the CC platform	agentName or agentLoginName		Interval Metrics
contactTime	Total contact duration for contacts put on this queue and subsequently answered by the agent, including hold time (in seconds)	handleTime*	Time spent by human agents handling conversations during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Time spent by human agents focused on conversations they are assigned to. EHT - Time spent by human agents focused on conversations they are assigned to, while either: The conversation is pending an agent response The agent is sending messages (calculated until the last agent message)	Interval Metrics
holdTime		0
afterContactWorkTime		0		Interval Metrics
answeredContacts	Total number of answered contacts on this queue	handledConversations	Number of unique conversations handled by human agents during an interval. The value of this metric will differ based on the selected handle time calculation model. IFT - Number of unique conversations focused by their assigned human agent. EHT - Number of conversations focused by their assigned human agent, while either: - The conversation is pending an agent response - The agent is sending messages	Interval Metrics
transferOutContacts		0
completedContacts	Total number of answered and wrapped-up contacts on this queue	repliedConversations	Number of unique conversations handled by human agents who sent at least 1 message during an interval. The value of this metric will differ based on the selected handle time calculation model.	Interval Metrics

Agent Stat

Calabrio Field	Calabrio Field Definition	LivePerson Field	LivePerson Field Description	Source API
intervalStartDateTime	Start date and time of the reported interval	Start date and time of the reported interval		Agent View
agentId	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 available	agentId		Agent View
agentName	The agent’s login as defined in the CC platform	agentName or agentLoginName		Agent View
availableTime	Total available time (s) during the interval (logged in time – not ready time). (in seconds)	onlineDuration / 1000	Agent online duration within the selected timeframe.	Agent View
loginTime	Total logged-in time during the interval (in seconds)	loginDuration / 1000	Agent login duration (Online / BackSoon / Away) within the selected timeframe.	Agent View
pauseTime		0
idleTime	Total time that the agent is ready and waiting for queue routed contacts (in seconds).	(loginDuration - onlineDuration) / 1000		Agent View
directOutContacts		0
directOutContactTime		0
directInContacts		0
directInContactTime		0
adminTime		0

RTA(Real-time adherence)

The data availability is in real-time.

The information that would be sent from LivePerson to the WFM adapter is the agent login name/ID, main status, sub-status, event start time, and sequence.

Prereqiuest, one of the options needs to be applied:

LivePerson needs to have access and an open port to the WFM adapter.
The brand needs to set up a reverse proxy or API gateway to control access.

Note - we don't support joint VPNs.

In order to set up this integration you must contact your LivePerson account team in order to enable the following site settings:

Set value in site-settings the "wfm.platform" for example: NICE, Verint-OnPrem, Verint-OnCloud, etc....

Set value in site-settings the wfm.config for example:
"[{"URL" :"domain", "authTokenUrl": "domain", "appKeyId": "null", "userName": "username", "password": "password", "acdKey": "key", "isUseLoginName": "false", "platform": "platform"}]"

An example for NICE - "[{"url" :"domain", "authTokenUrl": "domain", "appKeyId": "null", "userName": "username", "password": "password", "acdKey": "key", "isUseLoginName": "false", "version":"agents", "platform": "NICE"}]"

The brand would also need to map the IDs of the users and statuses into their WFM adapter:

The users' list can be taken from the USERS tab
The custom status IDs can be taken from here

In addition to the custom status IDs, you would also need to add the default statuses based on this mapping:

State Code	Reason Code	Status Name
3	0	Login
1	4	Away
1	2	Online
1	3	Back Soon
1	1	Offline
4	0	Logout

Based on the vendor, the vendor would need to provide the following information to the account team, and the account team would need to send the information to the Data Services & Solutions team in LivePerson:

NICE on Cloud/on Prem

URL endpoint/domain
User name and password in order to get the auth token
ACD key(JWT)
ACD ID

Verint on Cloud

URL endpoint/domain
authTokenUrl
appKeyId(the scope parameter in the auth request)
User name and password in order to get the auth token or token

FAQ

This is measured by a metric called In Focus Time (IFT) it measures the time an agent entered and exited a conversation that was assigned to them.

No, this is counting the number of unique conversations the agent handled (was "in focus" in) during the interval, if Conversation A was handled twice in the interval 9-915 it would still only be counted once.

Yes, this is counting the number of unique conversations the agent handled (was "in focus" in) during the interval. So if Conversation A was handled in interval 9-915 and again in 915-930 it would be counted in each interval.

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