Engage Voice will periodically send files to Aspect Workforce Management to report inbound and outbound activity. For both inbound queue and outbound campaign activity, there are two reports: a basic report and an average positions staffed (APS) report. APS is an important input in calculating adherence. Adherence, which compares APS to required staff, is the measurement used by Aspect to evaluate performance at each site. The basic report and the APS report are also known in Aspect as the TCSDATA and SGDATA reports, respectively.
The basic and APS reports provide similar metrics but use different rules for aggregating data. The basic report aggregates data in an Engage Voice queue group for reporting as an Aspect contract group. By comparison, an APS report aggregates data in an Engage Voice agent group for reporting as an Aspect agent group (called a staff group).
The following table shows how Engage Voice metrics map to Aspect metrics in historical contact reports. Note that there is not an exact match between every Engage Voice metric and Aspect metric. Certain Engage Voice metrics must be modified or operated on so as to present the data for the corresponding Aspect metric.