CXone WFM uses the historical data from CXone ACD to calculate interaction volume and average handle time (AHT). Interactions are automatically broken into data usable for CXone WFM purposes at the interval level. This data is used to generate a forecast.
There are two ways the interactions are evaluated during the intervals:
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When Contact Ends (WCE): An interaction is counted once in the interval it ends in, even if the interaction runs over several intervals. In this approach, handle time is reported only in the interval in which interaction ends.
See example
Analysis of the interaction, which starts at 9:10 and ends at 09:40.
Interval Volume handled handled time staff requirements 09:00 - 09:15 0 0 0 0 09:15 - 09:30 0 0 0 0 09:30 - 09:45 1 1 30:00 2
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True to Interval (TTI): An interaction is counted once when the interaction starts. In case the interaction spans over several intervals, the interaction is counted in each interval. Handle time is reported in each interval during which the interaction is active.
See example
Analysis of the interaction, which starts at 9:10 and ends at 09:40.
Interval Active handled handled time staff requirements 09:00 - 09:15 0 1 5:00 0.33 09:15 - 09:30 1 0 15:00 1 09:30 - 09:45 1 0 10:00 0.67
Keep in mind, because TTI is a relatively new way to represent data, forecast data that was generated before TTI is still displayed in WCE. This means that the forecast data is showing WCE data and the actual data is TTI. In this case, the data won't match. To make sure the forecast data is represented by TTI, generate a new forecast and publish the new schedule accordingly.
TTI captures more realistic data compared to the WCE paradigm, especially when:
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Handle times are long or intermittent, and interactions span several intervals.
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Intervals are shorter than the total handle time of the interaction.
The TTI paradigm has several advantages:
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Improves forecasting accuracy for longer duration and asynchronous channels (digital).
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Resolves false staffing requirements when AHT
Average Handle Time is the average amount of time an agent spent handling an interaction is more than the planning interval. -
Generates more accurate schedules aligned with true utilization-based demand.
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Intraday views and reports are more accurate even with longer duration and asynchronous channels (digital).
Keep in mind that the TTI paradigm works when the historical data is received from ACD. The paradigm is currently not supported for imported forecast data. So, if you are using Import Forecast Data, the imported data will be evaluated based on when the interaction ends (using the WCE paradigm).
Calculations based on the TTI Paradigm
The updated calculations are:
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Volume = Handled interactions + Abandoned interactions + Active interactions
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Average Handle Time = (Handled Time + Work time) ÷ (Handled interactions + Active interactions)
Troubleshooting TTI
How will TTI enhance my planning accuracy if I use only traditional voice channels?
TTI applies to all interactions, including voice. It is common to get interactions at the very last minutes of the interval. Let's say you get a call at 09:29 that ends at 09:32. TTI will identify the minutes of active time from 09:29-09:30 and the 2 minutes from 09:30-09:32.
Will TTI impact my scheduling?
Indeed, TTI will directly influence scheduling, as the scheduling requirements will depend on the TTI and the active time spent across all applicable intervals.
Interactions received on the dashboard are different than what I see on WFM Historical data and Intraday. Why is that?
The interaction received on the supervisor app or dashboard will continue representing data based on interactions completed.