Hello,

In #WFM > Historical Data Import, the example file to upload containt these colunms :

• Interval Start UTC Date
• Media Type
• Skill Set
• Language
• Offered
• Interactions Handled
• Total Handle Time

I don't understand the point of integrating the Interactions Handled in the import historical data ? What is the purpose of this column ?

Thanks in advance for your response.

Regards,

We need to compute average handle time and need the count of handled interactions for that computation. E.g., AHT == Total Handle Time / Interactions Handled

Hello,

In #WFM > Historical Data Import, the example file to upload containt these colunms :

• Interval Start UTC Date
• Media Type
• Skill Set
• Language
• Offered
• Interactions Handled
• Total Handle Time

I don't understand the point of integrating the Interactions Handled in the import historical data ? What is the purpose of this column ?

Thanks in advance for your response.

Regards,

Hello Jay,

Thank you for your response. Do you mean the actual average handle time ? Because the forecast average handle time is done by the integrated models when the automatic best methode is selected.

Thanks in advance.

Regards,

We need to compute average handle time and need the count of handled interactions for that computation. E.g., AHT == Total Handle Time / Interactions Handled

Hello,

In #WFM > Historical Data Import, the example file to upload containt these colunms :

• Interval Start UTC Date
• Media Type
• Skill Set
• Language
• Offered
• Interactions Handled
• Total Handle Time

I don't understand the point of integrating the Interactions Handled in the import historical data ? What is the purpose of this column ?

Thanks in advance for your response.

Regards,

That is correct, this column represents the actual number of interactions handled in that interval. It used:

1. To calculate the historical actual average handle time (AHT) for each interval:
         AHT = Total Handle Time / Interactions Handled

2. This AHT data is then used as input to calculate forecast average handle time using the automatic best method selection.

The Interactions Handled metric, along with Total Handle Time, provides the baseline historical AHT data needed for forecasting calculations.

Hello Jay,

Thank you for your response. Do you mean the actual average handle time ? Because the forecast average handle time is done by the integrated models when the automatic best methode is selected.

Thanks in advance.

Regards,

We need to compute average handle time and need the count of handled interactions for that computation. E.g., AHT == Total Handle Time / Interactions Handled

Hello,

In #WFM > Historical Data Import, the example file to upload containt these colunms :

• Interval Start UTC Date
• Media Type
• Skill Set
• Language
• Offered
• Interactions Handled
• Total Handle Time

I don't understand the point of integrating the Interactions Handled in the import historical data ? What is the purpose of this column ?

Thanks in advance for your response.

Regards,