True to Interval (TTI) Paradigm

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:

  • 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.

  • 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.

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:

  • Handle times are long or intermittent, and interactions span several intervals.

  • Intervals are shorter than the total handle time of the interaction.

The TTI paradigm has several advantages:

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:

  • Volume = Handled interactions + Abandoned interactions + Active interactions

  • Average Handle Time = (Handled Time + Work time) ÷ (Handled interactions + Active interactions)

Troubleshooting TTI