WFM Reports

    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 14 days 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

    Image

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

    Image

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

    Image

    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:

    1. Application - 'HTTP Post'
    2. Remote Url - The 'API Document URL' you received from Calabrio
      Example - https://xxxxxxxxxx.teleopticloud.com/historical-data 
    3. HTTP Method - 'Post'
    4. 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]"}
    5. 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:

    FieldVerintCalabrioNice
    DescriptionProvide a description of the report/taskProvide a description of the report/taskProvide a description of the report/task
    Data SourceSelect API keys configured in the “Data Connection” tabSelect API keys configured in the “Data Connection” tabSelect API keys configured in the “Data Connection” tab
    Data CategoryMessagingMessagingMessaging
    Report TypeWFM Adapter for Verint - Messaging - CSI ReportWFM Adapter for CalabrioWFM Adapter for NICE - Messaging - Queue Data (Q), Agent Queue Data (AQ), Agent System Data (AS)
    Report Frequency - Just OnceIn 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 byWe only support 30 minutes and upWe only support 30 minutes and upWe only support 30 minutes and up
    Data timezoneSelect 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)

    Abandoned Long:

    • Abandoned Outside SLA
    • Abandoned In Queue

    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 FieldVerint Field Definition LivePerson FieldLivePerson Field DescriptionSource API
    queueContact queue unique identifierskillName or skillId
    Interval Metrics
    asaThis 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:

    1. Avg. Time To First Response or from human Agent Assignment(including transfer)
    2. Avg, enter the queue until the first response from a human agent.
    3. Total Time To First Response or from Human Agent Assignment
      In the Data Transporter, it would say "Total Time To First Response All Assignments"
    4. Total time until the first response from a human agent
      In the Data Transporter, it would say "Total Wait Time First Response"
    1. 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. 
    2. 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. 
    3. 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. 
    4. 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
    arrivalsVolume (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
    repliedNumber of contacts replied by humans (excludes automatic responses)repliedConversationsNumber of unique conversations handled by human agents who sent at least 1 message during an interval.Interval Metrics
    handled
    handledConversationsNumber 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
    ahtAverage 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:

    1. Zero - which would be the default option
    2. 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 FieldLivePerson Field DescriptionSource API
    QueueValueThis represents the Contact Router Contact Queue ID (this means they need LP skill ID)skillId or skillName
    Interval Metrics
    AbandonedShortAlso known as Abandoned Before Grade of Service. This is the number of contacts abandoned prior to a specific time threshold which the customer or vendor views as “short abandoned”. The specific time threshold is determined by the Contact Router system. If the vendor system supports the Abandoned Contacts metric but does not differentiate AbandonedShort from AbandonedLong, this field may be omitted from the report.Abandoned Within SLACount conversations - First message from human agent is WITHIN of SLA + customer never responded after first agent message
    AbandonedLongAlso known as Abandoned After Grade of Service. This is the number of contacts abandoned after a specific time threshold was met. The specific time threshold is determined by the Contact Router system. If the vendor system supports the Abandoned Contacts metric but does not differentiate AbandonedShort from AbandonedLong, the total Abandoned Contacts count may be supplied in this field.

    You will have 2 options to choose from:

    • Abandoned Outside SLA
    • Abandoned In Queue

    Abandoned Outside SLA - Count conversation - First message from human agent is OUTSIDE of SLA + customer never responded after first agent message

    Abandoned In Queue - The conversation was closed while in the queue, before connecting to an agent. Including transfer.


    ContactsReceivedThe 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:

    1. handledConversations
    2. repliedConversations
    3. arrivals
    4. 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.

    1. Interval Metrics
    2. Interval Metrics
    3. Interval Metrics
    HandleTimeThis 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:

    1. 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"
    2. Avg, enter the queue until the first response from a human agent.
      In the Data Transporter, it would say "Avg Wait Time First Response"
    3. Total Time To First Response or from Human Agent Assignment
      In the Data Transporter, it would say "Total Time To First Response All Assignments"
    4. Total time until the first response from a human agent
      In the Data Transporter, it would say "Total Wait Time First Response"
    1. 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. 
    2. 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. 
    3. 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. 
    4. 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 TimeTotal Time Agent In Focus Of Closed ConversationInterval 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:

    1. Zero - which would be the default option
    2. 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:

    1. 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.
    2. 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 FieldLivePerson Field DescriptionSource API
    QueueValueThis represents the Contact Router Contact Queue ID. skillId or skillName
    Interval Metrics
    AgentValueThis 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
    HandledThe total number of contacts handled (serviced) by this agent during this interval on this Contact Queue.

    You will have 4 options to choose from:

    1. handledConversations
    2. repliedConversations
    3. arrivals
    4. 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.

    1. Interval Metrics
    2. Interval Metrics
    3. Interval Metrics
    HandledTimeThis 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 TimeTotal Time Agent In Focus Of Closed ConversationInterval Metrics

    Agent System

    NICE Field (per agent)NICE Field DefinitionLivePerson FieldLivePerson Field DescriptionSource API
    AgentValueThis 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 / 1000Agent 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
    LoginTimeThe amount of time the Agent was logged in during this interval. (should not exceed the interval length.)loginDuration / 1000Agent login duration (Online / BackSoon / Away) within the selected timeframe.Agent View
    InternalContacts
    0

    InternalHandleTime
    0

    OutboundContacts
    0

    OutboundHandleTime
    0


    Calabrio

    Queue Stat

    Calabrio FieldCalabrio Field DefinitionLivePerson FieldLivePerson Field DescriptionSource API
    intervalStartDateTimeStart date and time of the reported intervalStart date and time of the reported interval
    Interval Metrics
    queueIdUnique 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
    queueNameQueue name as defined in the CC platformskillName
    Interval Metrics
    offeredContactsTotal number of incoming contacts to this queuearrivals

    This metric is only available at skill grouping.

    Number of conversations opened / transferred to the skill during an interval.

    Interval Metrics
    answeredContactsTotal number of answered contacts on this queuehandledConversationsNumber 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

    completedContactsTotal number of answered and wrapped-up contacts on this queuerepliedConversationsNumber of unique conversations handled by human agents who sent at least 1 message during an interval.Interval Metrics
    overflowOutContacts
    0

    overflowInContacts
    0

    contactTimeTotal 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 FieldCalabrio Field DefinitionLivePerson FieldLivePerson Field DescriptionSource API
    intervalStartDateTimeStart date and time of the reported intervalStart date and time of the reported interval
    Interval Metrics
    queueIdUnique 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
    queueNameQueue name as defined in the CC platformskillName
    Interval Metrics
    agentIdUnique 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 availableagentId 
    Interval Metrics
    agentNameThe agent’s login as defined in the CC platformagentName or agentLoginName
    Interval Metrics
    contactTimeTotal 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
    answeredContactsTotal number of answered contacts on this queuehandledConversationsNumber 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

    completedContactsTotal number of answered and wrapped-up contacts on this queuerepliedConversationsNumber 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 FieldCalabrio Field DefinitionLivePerson FieldLivePerson Field DescriptionSource API
    intervalStartDateTimeStart date and time of the reported intervalStart date and time of the reported interval
    Agent View
    agentIdUnique 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 availableagentId
    Agent View
    agentNameThe agent’s login as defined in the CC platformagentName or agentLoginName
    Agent View
    availableTimeTotal available time (s) during the interval (logged in time – not ready time). (in seconds)onlineDuration / 1000Agent online duration within the selected timeframe.Agent View
    loginTimeTotal logged-in time during the interval (in seconds) loginDuration / 1000Agent login duration (Online / BackSoon / Away) within the selected timeframe.Agent View
    pauseTime
    0

    idleTimeTotal 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 CodeReason CodeStatus Name
    30Login
    14Away
    12Online
    13Back Soon
    11Offline
    40Logout

    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.

    Missing Something?

    Check out our Developer Center for more in-depth documentation. Please share your documentation feedback with us using the feedback button. We'd be happy to hear from you.