WFM IEX Integration Metrics

The NiCE CXone PM/IEX API integration brings WFM IEX data directly into Performance Management. It lets supervisors track schedule adherence, compare actual performance to forecasts, and monitor key metrics like occupancy, AHT, service level, and ASA. The integration also supports analyzing forecast‑vs‑actual deviations and creating custom shrinkage metrics based on IEX activity codes.

Act. Avg Speed Answer

The actual average speed of answer.

  • Calculation: [Act. Speed of Answer] / [Act. Contacts Handled]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Act. Contacts Handled

The number of contacts that were actually handled for a contact type during the interval, as recorded by IEX.

  • Calculation: Sum of ACT CONTACTS HANDLED from CT Results feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Act. Cont. Received

The actual number of contacts received for the CT for the period.

  • Calculation: Sum of ACT CONTACTS RECEIVED from CT Results feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Act. Requirement

The number of agents required to handle actual workload for each interval as calculated by IEX.

  • Calculation: Sum of ACT REQ from CT Results feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Act. Service Level Pct

The actual service level percentage achieved for the contact type during the interval, as calculated by IEX.

  • Calculation: [Actual In SLA] / [Act. Cont. Received]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Activity Available

The total number of minutes an agent was actually in an Available state, meaning ready and able to receive work, based on real agent activity (not schedule or forecast).

  • Calculation: Sum of ACTIVITY AVAIL from Agent Activity and Schedules feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Activity Business

The total number of activity minutes that exist for the agent on the date being exported for activity codes designated as Business.

  • Calculation: Sum of ACTIVITY BUSINESS from Agent Activity and Schedules feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Activity In Office

The total number of activity minutes that exist for the agent on the date being exported for activity codes designated as In Office.

  • Calculation: Sum of ACTIVITY INOFFICE from Agent Activity and Schedules feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Activity Open

The total number of activity minutes that exist for the agent on the date being exported for activity codes designated as Open.

  • Calculation: Sum of ACTIVITY OPEN from Agent Activity and Schedules feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Actual AHT

The average amount of time spent handling a contact, based on what actually happened during the interval, as calculated by IEX.

  • Calculation: [Actual Handle Time] / [Act. Contacts Handled]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Down

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Adherence %

Shows how much of an agent's scheduled time was spent following the schedule, according to IEX.

  • Calculation: [In Adherence Time] / [Total Adherence Time]

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Agent Adherence %

The percentage of scheduled time that an agent actually spent in adherence.

  • Calculation: sum(Total_In_Adh) / sum(Total_Sched)

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence

  • ACD Visibility: Visible for all customers regardless of ACD

Agent Conformance %

The percentage of scheduled time that an agent was actually logged in.

  • Calculation: sum(Total_Act) / sum(Total_Sched)

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Visible for all customers regardless of ACD

Contacts per Login Hour

The average contacts handled per hour of logged-in time.

  • Calculation: Contacts Handled / Logon Time

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

CT Fcst. Req. Staff

The number of agent equivalents forecasted to be required to handle the expected workload for a contact type during each interval, as calculated by IEX.

  • Calculation: Sum of FCST REQ from CT Active Forecast feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

CT Fcst. Sched. Open

The number of agents scheduled to be Open for a contact type during a specific time period.

  • Calculation: Sum of SCHED OPEN from CT Active Forecast feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Estimated Staff

The estimated number of staff required for the contact type during the interval, as calculated by IEX.

  • Calculation: Sum of EST STAFF from CT Results

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Results

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Fcst. Cont. Handled

The number of contacts that IEX forecasts will be handled for a contact type during the interval.

  • Calculation: Sum of FCST CONTACTS HANDLED from CT Active Forecast feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Fcst. Cont. Received

The forecasted number of contacts expected to be received for a contact type during the interval.

  • Calculation: Sum of FCST CONT RECEIVED from CT Active Forecast feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast AHT

The forecasted average handle time for the contact type and interval.

  • Calculation: [Fcst Handle Time] / [Fcst. Cont. Received]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast AHT Deviation

The difference between forecast AHT and actual AHT for the interval.

  • Calculation: [Forecast AHT] - [Actual AHT]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast ASA

The forecasted average speed of answer for the period.

  • Calculation: [Fcst Speed of Answer] / [Fcst. Cont. Received]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast ASA Deviation

The difference between forecast ASA and actual ASA for the interval.

  • Calculation: [Forecast ASA] - [actASA]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast Contacts Handled Deviation

The difference between forecast and actual contacts handled.

  • Calculation: [Fcst. Cont. Handled] - [Act. Contacts Handled]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast Contacts Received Deviation

The difference between forecast and actual contacts received.

  • Calculation: [Fcst. Cont. Received] - [Act. Cont. Received]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast Occupancy

The forecasted occupancy for the period. Provided by IEX in CT Forecast output.

  • Calculation: FCST OCC from CT Active Forecast feed

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast Req. Staff vs Actual Deviation

The difference between forecast required staff and actual required staff.

  • Calculation: [CT Fcst. Req. Staff] - [Act. Requirement]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast Service Level Deviation

The difference between forecast and actual service level percentage.

  • Calculation: [Forecast SL] - [Act. Service Level Pct]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Forecast SL

The forecasted service level percentage for the period.

  • Calculation: [Fcst In SLA] / [Fcst. Cont. Received]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: CT Active Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

In Adherence Time

The time the agent was in adherence to the schedule.

  • Calculation: Sum of In Adherence Time values from Agent Adherence feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Logon-Time Occupancy

The percentage of logon time spent handling or talking on contacts.

  • Calculation: sum(Talk + Work) / Logon Time

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

MU Forecast Required Staff

The forecasted required staff produced by MU forecasting logic.

  • Calculation: Sum of MU Forecast Required field (REV PLAN REQ)

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: MU Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

MU Planned Open

The planned open staffing based on MU planning.

  • Calculation: Sum of MU Planned Open field (PLAN OPEN)

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: MU Forecast

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Occupancy %

The percentage of time agents were occupied handling work. Provided by IEX as a calculated value.

  • Calculation: [Occupancy Time] / [Scheduled Adh. Time]

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Down

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Occupancy Time

The total time agents spent handling work.

  • Calculation: Sum of Occupancy Time values from Agent Adherence feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Up

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Out of Adherence Time

The time the agent was out of adherence to the schedule.

  • Calculation: Sum of Out Adherence Time values from Agent Adherence feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Sched. Open vs Est. Staff Deviation

The difference between the number of agents scheduled as Open and the estimated staff value for the same contact type and interval.

  • Calculation: [Est Staff] - [CT Fcst. Sched. Open]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Sched. Open vs Actual Req. Deviation

The difference between scheduled open agents and actual required staff.

  • Calculation: [CT Fcst. Sched. Open] - [Act. Requirement]

  • Filters:

    • Employee Group: Company

    • Contact Group: Company

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Sched. Open vs Est. Staff Deviation

The difference between scheduled open agents and estimated staff.

  • Calculation: [CT Fcst. Sched. Open] - [Est Staff]

  • Filters:

    • Employee Group: Agent

    • Contact Group: Point of Contact

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Sched. Open vs Fcst. Req. Staff Deviation

The difference between scheduled open agents and forecast required staff.

  • Calculation: [Scheduled Available] - [CT Fcst. Req. Staff]

  • Filters:

    • Employee Group: Agent

    • Contact Group: Point of Contact

  • Reporting Set: Derived

  • Direction: Down

  • ACD Visibility: Visible for all customers regardless of ACD

Scheduled Adh. Time

The total number of seconds the agent was scheduled during the period for the attribute.

  • Calculation: Sum of Scheduled Adherence Time values

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Adherence Attr Detail

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Scheduled Available

The total number of scheduled minutes that exist for the agent on the date being exported for activity codes designated as Available.

  • Calculation: Sum of SCHED AVAIL from Agent Activity and Schedules feed

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Scheduled Business

The total number of scheduled minutes that exist for the agent on the date being exported for activity codes designated as Business.

  • Calculation: Sum of SCHED BUSINESS values

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Scheduled In Office

The total number of scheduled minutes that exist for the agent on the date being exported for activity codes designated as In Office.

  • Calculation: Sum of SCHED IN OFFICE values

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Scheduled Open

The total number of scheduled minutes that exist for the agent on the date being exported for activity codes designated as Open.

  • Calculation: Sum of schedOpen; sum of MUSchedOpen and MUExternalOpen

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Activity and Schedules

  • Direction: Up

  • ACD Visibility: Visible for all customers regardless of ACD

Talk-Time % of Logon

The percent of logged-in time spent in active talk.

  • Calculation: talkTime / logonTime

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Total Scheduled

The sum of all exception durations.

  • Calculation: sum(Duration)

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Schedule

  • ACD Visibility: Visible for all customers regardless of ACD

Unavailable % of Logon

The percent of logged-in time where agent was unavailable.

  • Calculation: (logonTime - (talkTime + workTime + outTime)) / logonTime

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Hidden for customers using NiCE CXone ACD

Work-Time % of Logon

The percent of logged-in time spent in after-call work.

  • Calculation: workTime / logonTime

  • Filters:

    • Employee Group: Agent

    • Contact Group: Company

  • Reporting Set: Agent Result Detail

  • ACD Visibility: Hidden for customers using NiCE CXone ACD