View and edit historical data

Use the View and Edit Historical Data page to display, enter, and edit the historical data for a specific service queue and date.

NOTE

All historical data is displayed in your organization’s default time zone, which is displayed at the top of the historical data table. The historical data is not displayed in the time zone configured for the selected service queue.

Calabrio ONEconverts historical data to the appropriate time zone when generating distributions.

WFM requires historical data to generate distributions, forecasts, and schedules and to calculate statistics. The more accurate the historical data is, the more accurate forecasts and schedules will be. However, sometimes historical data for a service queue is incomplete, inaccurate, or missing entirely. When this happens, you can enter the missing data manually or edit inaccurate existing data.

Reasons you might want to edit or enter historical data include the following:

To correct data that is inaccurate due to system or network issues
To adjust data that is unusual due to an infrequent event, such as a marketing campaign
To input missing data when contact volume is normal but no data was captured because the system or network was down
To create data when historical data is either unavailable or missing, such as when you first install WFM
To support forecasting and scheduling for non-interactive service queues (such as those that handle email and social media)

NOTE

The Generic Interface Services (GIS) API can also be used to add historical data from any ACD to the WFM database. The GIS API is part of WFM and requires no separate installation or executable to function. See the Data Import Reference Guide for more information.

If you have an Avaya ACD, you also have the option to view historical data for directory numbers (DNs). However, you cannot edit DN data in WFM.

Once you have completed the historical data parameters, a table is displayed with the requested data, if any exists. If none exists for a service queue, you can enter data for that service queue and a specific day at the Interval zoom level.

You can copy and paste data in the table using standard Windows shortcut keys.

Click and drag with your mouse to select specific rows and columns in the table or a spreadsheet, or press Ctrl+A to select the entire table or spreadsheet.
Use Ctrl+C to copy the selected cells to the clipboard in tab separated value (TSV) or comma separated value (CSV) format. This action copies both editable and read-only columns if you are copying data from within the table.
Use Ctrl+V to paste the contents of the clipboard into table cells. You can paste into a specifically chosen group of cells, or just select the cell that becomes the upper-left corner of your pasted data. The data is pasted into the selected cells, unless the selected column is read-only. You cannot paste copied data into read-only columns. If the copied data is too big to fit into the selected paste area, paste expands the selection to the size of the data on the clipboard. For example, if you select a 2 × 2 area but the data on the clipboard is 3 × 3, then it will paste 3 × 3. The pasted data is highlighted in the table.

Field descriptions

Field	Description
Service Queue	The service queue for which you want to view and/or edit historical data.
Directory Number	(Avaya ACD only) The directory number for which you want to view data.
Zoom Level	The level of detail you want to use to view the data. Your choices are: I—By interval D—By day W—By week M—By month Y—By year NOTE Data can be edited only at the Interval zoom level.
Date	The day for which you want to view and/or edit historical data. Appears only when the Interval zoom level is selected.
Start Date/End Date	The start/end date of the period for which you want to view and/or edit historical data. Appears only when the Day, Week, Month, or Year zoom level is selected. NOTE When you view rolled up data at the Weekly or Monthly level, the data displayed is based on the configured start day of the week that the date you select falls into. So, if the configured start day of the week is Monday and you select a Wednesday-to-Wednesday date range, the data displayed is Monday-to-Monday totals.

Historical data table fields

The fields in the historical data table are described below. The table shows the definition of the field for both interactive service queues and non-interactive service queues.

For more information about interactive and non-interactive service queues, see Manage service queue types.

Field	Description
Contacts Offered	The number of ACD calls/contacts routed to the service queue during the interval.
Contacts Handled	The number of ACD calls/contacts the agents completed during the interval.
Contacts Abandoned	The number of ACD calls routed to the service queue during the interval that were abandoned (the caller hung up while in queue or while ringing at the agent’s phone). Calls are counted for the interval when the caller hangs up.
Contacts Answered	The number of ACD calls/contacts answered in the service queue during the interval. Calls are counted in the interval in which the agent answered them.
Total Answer Time	The amount of time that all calls/contacts were in the queue and answered in the interval.
Average Talk Time	Interactive service queues—The average amount of time spent talking and on hold for all calls handled in the interval. Non-interactive service queues—The average amount of time spent working on each contact for all contacts handled in the interval.
Average Work Time	Average amount of after-contact work for each contact for all contacts handled in the interval.
Service Level Percentage	The percentage of contacts that met the service level objective for the interval.
Maximum Contacts in Queue	The maximum number of contacts in the service queue for the day.