Reports for the Verint WFM historical integration


Note: This article applies to the Verint WFM historical integration.

The Verint WFM historical integration produces four reports for Verint (Agent Productivity Report, Call Statistics Report, Chat Statistic Report, Email Statistic Report). These reports are based on information set in the connector configuration in PureCloud. For more information about the connector configuration, see Add a Verint WFM integration.

This article describes the process for the report generation, the limitations on the number of reports generated, and the four types of reports. 

Process for report generation

  1. At scheduled intervals, the integration generates reports based on settings in the connector configuration in PureCloud and stores the reports in the cloud.
    Note: The integration stores reports in the cloud for 30 days. After 30 days, the integration replaces the oldest report with a newer one.
  2. レポートについてコネクターに通知が送信されます。
  3. コネクターにより、レポートが共有出力ディレクトリに移動されます。
  4. Verint は共有出力ディレクトリからレポートを取り出します。

Problems can occur when the connector is offline, or if there are issues with your Bridge Server or network. In these situations, the integration continues to generate reports and stores them in the cloud (step 1). However, the connector does not receive the notification about reports from the integration (step 2) and cannot move the reports to the shared output directory (step 3). For more information, see Workflow for the Verint WFM integration.

Limitations on number of reports generated

生成されたレポートの数が 435 になった場合

生成され保存されたレポートの数が 435 になると、PureCloud アカウントに通知が送信されます。 この通知は、コネクターがファイルをダウンロードできず、共有出力ディレクトリに移動できないことを伝えます。

Tip: To view notifications, click Admin. Under Integrations, click Bridge. Then click the History tab. 

Bridge サーバーまたはネットワークの問題、またはコネクターがオフラインになった問題を解決します。 

コネクターがオンラインに戻るか、Bridge サーバーまたはネットワークの問題が解決すると、コネクターはバックログのレポートを予定された間隔で共有出力ディレクトリに移動し始めます。コネクターは最初の間隔中にできるかぎり多くのレポートをダウンロードします。コネクターがすべてのバックログのレポートを一度に移動できない場合、今後の間隔中にバックログのレポートの残りを移動します。

生成されたレポートの数が 1,000 になった場合

When the number of reports that the integration generates and stores reaches 1,000, the integration stops generating reports and disables the connector.

Fix any issues with your Bridge Server or network, or that caused the connector to go offline. Enable the connector. 

コネクターがオンラインに戻るか、Bridge サーバーまたはネットワークの問題が解決すると、コネクターはバックログのレポートを予定された間隔で共有出力ディレクトリに移動し始めます。コネクターは最初の間隔中にできるかぎり多くのレポートをダウンロードします。コネクターがすべてのバックログのレポートを一度に移動できない場合、今後の間隔中にバックログのレポートの残りを移動します。

コネクターがクラウドから共有出力ディレクトリにファイルを移動し始めると、統合は新しいデータのレポートを生成し始めます。統合では、レポートが 1,000 件になった後に収集された古いデータのレポートは生成されません。 

Report types

The Agent Productivity Report helps you evaluate agents based on actual performance, and can aid in performance reviews and suggest where agents need training. The report includes all agents in your organization during a 24-hour period; the report is not filtered by queue. For information about how agent IDs and agent presences are handled in reports, see How the integration works.

The integration generates the report at midnight each night by default, even if no interactions were handled during that day. Set the time zone in the connector configuration. For more information, see Understand time zone names and Add a Verint WFM integration

Warning: If you disable the connector, no reports are processed.

The report is in a semi-colon delimited ASCII format. Each semi-colon separates the data for the Verint data fields. (For the Verint data fields, see the table under Field definitions.)

Note: Calculations with empty values return 0 in the report.

Field definitions

The following table lists the Verint data field names, how the integration calculates these fields, the interaction type, and the field descriptions.

Verint data field Calculation or configuration インタラクションのタイプ Field description
Agent ID (AGENT_ID field) ユーザー名 ID of the agent, 23 characters (plus 1 null character) in length. Must be unique across all ACDs in the network.
Date (DATE field) 日付 Date (YYYY-MM-DD) when the data in the report occurred.
LoginTime (STAFF TIME field) tAgentRoutingStatus – sum Total time (in seconds) the agent was logged in to the ACD system.
TalkTime (TALK_TIME field) tTalk – sum コンタクトセンター Total time (in seconds) spent by the agent (on the phone) for inbound calls. TalkTime does not include HoldTime, AfterCallWorkTime, AuxTime, or AvailableTime. 
AfterCallWorkTime (ACW_TIME field) tAcw – sum  コンタクトセンター Total time (in seconds) of after-call work or wrap-up over all the agents.
HoldTime (HOLD_TIME field) tHeld – sum コンタクトセンター Total time (in seconds) of all hold periods over all ACD calls. Can include time the ACD caller is on hold during warm transfers.
AuxTime (AUX_ALL_TIME field) tHandle – sum Enterprise

Total time the agent spent in a not-ready state.

AuxInTime (AUX_IN_TIME field) tHandle – sum Enterprise Total time the agent spent in a not-ready state related to an inbound non-ACD call.
AuxOutTime (AUX_OUT_TIME field) tHandle – sum Enterprise Total time the agent spent in a not-ready state related to an outbound call.
IdleTime (IDLE_TIME field) tAgentRoutingStatus – sum Total time the agent spent in an idle state (ready, waiting for a call).
TotalCallsHandled (ACDCALLS field) tHandle – count コンタクトセンター Number of ACD calls answered by the agent.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

Default calculations

The following table explains the default calculations used to produce the Agent Productivity Report.

Interval placement indicates when an activity is counted in the statistics. An activity can be counted three ways:

  • When a condition starts (for example, when a call is answered).
  • When a condition ends (for example, when a call disconnects).
  • When the condition persists (for example, while the call is connected).
    Note: Calculations based on when the condition persists could result in the activity being counted multiple times over several intervals.

For example, a call begins at 9:20 and ends at 9:40, and we have configured our intervals to be 30 minutes. tHandle counts the condition in the interval when the call ends, so the call is counted as occurring in the 9:30-10 interval. If tHandle counted the condition when the condition began, the call would have been counted in the 9-9:30 interval. If tHandle counted the condition when the condition persisted, the call would have been counted twice (in the 9-9:30 interval and in the 9:30-10 interval). 

PureCloud metric Duration timing or calculation (if any) Interval placement

PureCloud definition

nOffered When condition starts (at the start of ACD processing). Number of interactions offered to a queue by ACD.
tAbandon Line disconnected – ACD connected time When condition ends (at the time of external line disconnect). Amount of time (in ms) before an outside party abandoned an interaction.
tAcw Wrap-up duration as reported by ConversationService When condition ends (at the end of wrap-up, for each leg). Time (in ms) spent in after-call work (ACW).
tAgentRoutingStatus When condition persists (in the intervals that the time in status occurred).

ACD routing status for an agent on queue, such as interacting, idle, or not responding.

Note: Routing status is not reported for agents who are offline.

tHandle tTalk + tHeld + tAcw When condition ends (at wrap-up completion time or disconnect time, for each leg). Time (in ms) in talk, held, and after-call work (ACW).
tHeld Station going in held time – station going off held time as reported in ProviderCallEvent When condition ends (at the time of disconnect). Time (in ms) spent on hold while connected.
tTalk Station disconnected time – station connected time When condition ends (at the time of disconnect).

Total talk time (in ms) for a queue or user.

Note: ACD does not affect tTalk. Also, tTalk does not include time the interaction was held or after-call work (ACW).

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

The Call Statistics Report helps you analyze past performance, forecast call volumes, and predict patterns for the future.

The integration generates the report at every interval, which you set in the connector configuration. For more information about report generation and storage, see Add a Verint WFM integration.

Warning: If you disable the connector, no reports are processed.

The report is in a fixed-width ASCII format with individual columns for each Verint data field. (For the Verint data fields, see the table under Field definitions.) The columns are left-aligned. The column widths are the number of characters in the text under the column (such as 02/19/16 for the Date column) followed by a space. For the specific column width for each field name in the report, see the table under Field definitions.

Note: Calculations with empty values return 0 and calculations with null values return dashes in the report.

Field definitions

The following table lists the Verint data fields, how the integration calculates these fields, the use of the fields, the field descriptions, and the column widths in the report. 

Verint data field Calculation or configuration Use Field description Column width (number of characters + spaces) 
Queue (Group field) 名前 Forecasting Individual queues set to receive calls. 50 + 1
Report Date (Date field) 日付 Forecasting Date (DD/MM/YYYY) when the data in the report occurred. 10 + 1
Time (Time field) Time Forecasting Time used to report call data. 5 + 1
Interval (Interval field) Interval length Forecasting Interval (30 minutes or 60 minutes) used to report call data. 8 + 1
Calls (CV field) nOffered – sum Forecasting Total number of calls received by or offered to a queue. For proper forecasting and scheduling, includes accounts for all calls that would be handled in the queue in an ideal environment (such as if staffing were unlimited); for this reason, abandons are included. 5 + 1
Average Handling Time (AHT field) tHandle – sum / tHandle – count Forecasting Average time it takes to handle the calls within the interval. 5 + 1
Abandons (AB field) tAbandon – count Forecasting Number of calls that are abandoned before an agent in the queue answers the calls. 5 + 1
Service Level (SL field) oServiceLevel – ratio * 100 Tracking and reporting Percentage of calls that are answered within a certain time threshold that is set by the contact center administrator as the desired time for handling emails, for example, 90% in 10 seconds.  5 + 1
Average Speed of Answer (ASA field) tWait – sum / tWait – count Tracking and reporting Average wait time experienced by all calls answered for the queue during the interval. 5 + 1
Staff* (Staff field)

Total number of minutes that all agents are logged in during the interval for the queue divided by the length of the time interval. This yields an effective number of agents staffed, averaged over the time interval.

5 + 1
Occupancy* (Occ field) Percentage of time that agents logged in to this queue spent on the phone with connects in this interval. 5 + 1
Backlog* (BL field) Total count of numbers that are entered in the dialer and still need to be dialed or re-dialed because the right party has not yet been reached. 5 + 1

* The integration does not currently collect data for this data field. A dash appears in the report for this data field. 

** This data field does not appear in the Verint specification, but the integration returns data for this field in the report.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

Default calculations

The following table explains the default calculations used to produce the Call Statistics Report.

Interval placement indicates when an activity is counted in the statistics. An activity can be counted three ways:

  • When a condition starts (for example, when a call is answered). 
  • When a condition ends (for example, when a call disconnects).
  • When the condition persists (for example, while the call is connected).
    Note: Calculations based on when the condition persists could result in the activity being counted multiple times over several intervals.

For example, a call begins at 9:20 and ends at 9:40, and we have configured our intervals to be 30 minutes. tHandle counts the condition in the interval when the call ends, so the call is counted as occurring in the 9:30-10 interval. If tHandle counted the condition when the condition began, the call would have been counted in the 9-9:30 interval. If tHandle counted the condition when the condition persisted, the call would have been counted twice (in the 9-9:30 interval and in the 9:30-10 interval). 

Note: If a calculation tries to divide by zero (for example, 100 / 0), the report returns 0 for that field.

PureCloud metric Duration timing or calculation (if any) Interval placement

PureCloud definition

nOffered When condition starts (at the start of ACD processing). Number of interactions offered to a queue by ACD.
nTransferred When condition ends (at the time of disconnect). Number of interactions that are transferred.
oServiceLevel (nAnswered – nOverSla) / (nAnswered + nAbandon)

Ratio of calls answered within the defined Service Level.

tAbandon Line disconnected – ACD connected time When condition ends (at the time of external party disconnect). Amount of time (in ms) before an outside party abandoned an interaction.
tAcd ACD disconnect time – ACD connected time When condition ends (at the time of ACD disconnect). Amount of time (in ms) an interaction spends on ACD before connecting to an agent.
tAcw Wrap-up duration as reported by ConversationService When condition ends (at wrap-up completion, for each leg). Time (in ms) spent in after-call work (ACW).
tAnswered Station answered time – ACD connected time When condition starts (at the time of agent connect). Number of assigned interactions answered by an agent.
tHandle tTalk + tHeld + tAcw When condition ends (at wrap-up completion time or disconnect time, for each leg). Time (in ms) in talk, held, and after-call work (ACW).
tHeld Station going in held time – station going off held time as reported in ProviderCallEvent When condition ends (at the time of disconnect). Time (in ms) spent on hold while connected.
tTalk Station disconnected time – station connected time When condition ends (at the time of disconnect).

Total talk time (in ms) for a queue or user.

Note: ACD does not affect tTalk. Also, tTalk does not include time the interaction is held or after-call work (ACW).

tWait tAnswered + tAbandon

Total amount of time (ms) spent waiting in queue.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

The Chat Statistics Report helps you analyze past performance, forecast call volumes, and predict patterns for the future.

The integration generates the report at every interval, which you set in the connector configuration. For more information about report generation and storage, see Add a Verint WFM integration.

Warning: If you disable the connector, no reports are processed.

The report is in a fixed-width ASCII format with individual columns for each Verint data field. (For the Verint data fields, see the table under Field definitions.) The columns are left-aligned. The column widths are the number of characters in the text under the column (such as 02/19/16 for the ReportDate column) followed by a space. For the specific column width for each field name in the report, see the table under Field definitions.

Note: Calculations with empty values return 0 and calculations with null values return dashes in the report.

Field definitions

The following table lists the Verint data fields, how the integration calculates these fields, the use of the fields, the field descriptions, and the column widths in the report.

Verint data field Calculation or configuration Use Field description Column width (number of characters + spaces)
Report Date (ReportDate field) 日付 Forecasting Date (DD/MM/YYYY) when the data in the report occurred. 10 + 1
Time Interval (TimeInterval field) Interval time Forecasting Time interval (30 minutes or 60 minutes) used to report chat data. 12 + 1
Queue (Queue field) 名前 Forecasting Individual queues set to receive chats. 50 + 1
Chats (Chats field) nOffered – count Forecasting Total number of chats received or offered to a queue. 5 + 1
ChatsAnswered or Replied (Replied field) tHandle – count Forecasting Number of chats replied to by an agent. 7 + 1
Service Level (SL field) oServiceLevel – ratio * 100 Tracking and reporting Percentage of chats that are answered within a certain time threshold that is set by the contact center administrator as the desired time for handling chats, for example, 90% in 10 seconds. 5 + 1
Average Speed of Answer (ASA field) tWait – sum / tWait – count Tracking and reporting Average wait time experienced by all chats answered for the queue/skill during the interval. 5 + 1
Average Handling Time (AHT field) tHandle – sum / tHandle – count Forecasting Average time spent on chats completed during each interval. 5 + 1
Staff* (Staff field) —  Total number of unique agents who had a Read or Complete (Replied) event associated with any chat in the queue during the interval. 5 + 1

(Abd)**
tAbandon – count Number of chats that are abandoned before an agent in the queue answers the chat. 5 + 1

* The integration does not currently collect data for this data field. A dash appears in the report for this data field. 

** This data field does not appear in the Verint specification, but the integration returns data for this field in the report.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

Default calculations

The following table explains the default calculations used to produce the Chat Statistics Report.

Interval placement indicates when an activity is counted in the statistics. An activity can be counted three ways:

  • When a condition starts (for example, when a chat starts).
  • When a condition ends (for example, when a chat ends).
  • When the condition persists (for example, while a chat is being processed).
    Note: Calculations based on when the condition persists could result in the activity being counted multiple times over several intervals.

For example, a chat starts at 9:20 and ends at 9:40, and we have configured our intervals to be 30 minutes. tHandle counts the condition in the interval when the chat ends, so the chat is counted as occurring in the 9:30-10 interval. If tHandle counted the condition when the condition began, the chat would have been counted in the 9-9:30 interval. If tHandle counted the condition when the condition persisted, the chat would have been counted twice (in the 9-9:30 interval and the 9:30-10 interval). 

Note: If a calculation tries to divide by zero (for example, 100 / 0), the report returns 0 for that field.

PureCloud metric Duration timing or calculation (if any) Interval placement

PureCloud definition

nOffered When condition starts (at the start of ACD processing). Number of interactions offered to a queue by ACD.
nTransferred When condition ends (at the time of disconnect). Number of interactions that are transferred.
oServiceLevel (nAnswered – nOverSla) / (nAnswered + nAbandon) Ratio of calls answered within the defined Service Level.
tAbandon  Line disconnected – ACD connected time When condition ends (at the time of external party disconnect). Amount of time (in ms) before an outside party abandoned an interaction.
tAcd ACD disconnect time – ACD connected time When condition ends (at the time of ACD disconnect). Amount of time (in ms) an interaction spends on ACD before connecting to an agent.
tAcw Wrap-up duration as reported by ConversationService When condition ends (at wrap-up completion, for each leg) Time (in ms) spent in after-call work (ACW).
tAnswered Station answered time – ACD connected time When condition starts (at the time of agent connect). Number of assigned interactions answered by an agent.
tHandle tTalk + tHeld + tAcw When condition ends (at wrap-up completion time or disconnect time, for each leg). Time (in ms) in talk, held, and after-call work (ACW).
tHeld Station going in held time – station going off held time as reported in ProviderCallEvent When condition ends (at the time of disconnect). Time (in ms) spent on hold while connected.
tTalk Station disconnected time – station connected time When condition ends (at the time of disconnect).

Total talk time (in ms) for a queue or user.

Note: ACD does not affect tTalk. Also, tTalk does not include time the interaction is held or after-call work (ACW).

tWait tAnswered + tAbandon Total amount of time (ms) spent waiting in queue.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

The Email Statistics Report helps you analyze past performance, forecast email volumes, and predict patterns for the future. The report only includes emails answered by an agent; the report does not include auto-responses.

The integration generates the report at every interval, which you set in the connector configuration. For more information about report generation and storage, see Add a Verint WFM integration.

Warning: If you disable the connector, no reports are processed.

The report is in a fixed-width ASCII format with individual columns for each Verint data field. (For the Verint data fields, see the table under Field definitions.) The columns are left-aligned. The column widths are the number of characters in the text under the column (such as 02/19/16 for the ReportDate column) followed by a space. For the specific column width for each field name in the report, see the table under Field definitions.

Note: Calculations with empty values return 0 and calculations with null values return dashes in the report.

Field definitions

The following table lists the Verint data fields, how the integration calculates these fields, the use of the fields, the field descriptions, and the column widths in the report.

Verint data field Calculation or configuration Use Field description Column width (number of characters + spaces)
Report Date (ReportDate field) 日付 Forecasting Date (DD/MM/YYYY) when the data in the report occurred. 10 + 1
Time Interval (TimeInterval field) Interval time Forecasting Time interval (30 minutes or 60 minutes) used to report email data. 12 + 1
Queue (Queue field) 名前 Forecasting Individual queues set to receive emails. 50 + 1
Emails (Emails field) nOffered – count Forecasting Total number of emails received or offered to a queue (excluding auto-responses). 10 + 1
Replied (Replied field) tHandle – count Forecasting Number of emails replied to by an agent (excluding auto-response). 10 + 1
Service Level (SL field) oServiceLevel – ratio * 100 Tracking and reporting Percentage of emails that are answered within a certain time threshold that is set by the contact center administrator as the desired time for handling emails, for example, 90% in 10 seconds. 5 + 1
Average Speed of Answer (ASA field) tWait – sum / tWait – count Tracking and reporting Average wait time experienced by all emails answered for the queue/skill during the interval. 10 + 1
Average Handling Time (AHT field) tHandle – sum / tHandle – count Forecasting Average time spent on emails completed during each interval. 10 + 1
Staff* (Staff field) Total number of unique agents who had a Read or Complete (Replied) event associated with any email in the queue during the interval. 5 + 1
Backlog* (Backlog field) Uncompleted emails for each report period. 7 + 1

* The integration does not currently collect data for this data field. A dash appears in the report for this data field. 

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

Default calculations

The following table explains the default calculations used to produce the Email Statistics Report.

Interval placement indicates when an activity is counted in the statistics. An activity can be counted three ways:

  • When a condition starts (for example, when an email is opened). 
  • When a condition ends (for example, when an email is sent).
  • When the condition persists (for example, while an email is being processed).
    Note: Calculations based on when the condition persists could result in the activity being counted multiple times over several intervals.

For example, an email is opened at 9:20 and an answer is sent at 9:40, and we have configured our intervals to be 30 minutes. tHandle counts the condition in the interval when the email interaction ends (is sent) so the email is counted as occurring in the 9:30-10 interval. If tHandle counted the condition when the condition began, the email would have been counted in the 9-9:30 interval. If tHandle counted the condition when the condition persisted, the email would have been counted twice (in the 9-9:30 interval and the 9:30-10 interval). 

Note: If a calculation tries to divide by zero (for example, 100 / 0), the report returns 0 for that field.

PureCloud metric Duration timing or calculation (if any) Interval placement

PureCloud definition

nOffered When condition starts (at the start of ACD processing). Number of interactions offered to a queue by ACD.
nTransferred When condition ends (at the time of disconnect). Number of interactions that are transferred.
oServiceLevel (nAnswered – nOverSla) / (nAnswered + nAbandon) Ratio of calls answered within the defined Service Level.
tAcd ACD disconnect time – ACD connected time When condition ends (at the time of ACD disconnect). Amount of time (in ms) an interaction spends on ACD before connecting to an agent.
tAcw Wrap-up duration as reported by ConversationService When condition ends (at wrap-up completion, for each leg). Time (in ms) spent in after-call work (ACW).
tAnswered Station answered time – ACD connected time When condition starts (at the time of agent connect). Number of assigned interactions answered by an agent.
tHandle tTalk + tAcw  When condition ends (at wrap-up completion time or disconnect time, for each leg). Time (in ms) in talk and after-call work (ACW).
tTalk  Station disconnected time – station connected time When condition ends (at the time of disconnect).

Total talk time (in ms) for a queue or user.

Note: ACD does not affect tTalk. Also, tTalk does not include after-call work (ACW).

tWait tAnswered + tAbandon Total amount of time (ms) spent waiting in queue.

t: timers—a length of time, such as talk time (tTalk).
n: counts—a count, such as the number of interactions offered (nOffered).
o: observations—the current PureCloud state, such as current service level (oServiceLevel).

For more information about the integration, see About the Verint WFM historical integration.