Aspect Unified IP AHT values in eWFM

So the last several weeks when measuring SL forecasts, I noticed IDP consistently predicting high AHT's.  I beg a hunt for this mystery that has led me down a path of shrinkage forecasting and AHT values.

This post is about adjusting the formula set for Unified IP within Aspect eWFM.  Like the Avaya feed (see my previous post), the Unified IP file includes Hold time as a separate column.   However, the original formula does not include this hold time.  I included the hold time and that has trued up my AHT's, and given me more accurate SL predictions.  It seems that eWFM excludes hold time in its formulas out of the box, and these need to be added back into calculations.

Here is a sample Unified IP file.  (The values have been purposefully changed to mask the 'real' data -- companies are private about the types of calls and number they handle).

The Aspect formula takes the Talk Column, Wrap Column and subtracts WrpA column.  I checked into this with our ACD technician who says that WrpA appears to be "wrap active" which happens when you are in wrap but make a DID call.  That makes sense for calculating AHT.  However, Held is not included.

Here's what the new formula with Hold would look like:

Voila!

Remember, when counting columns, you do not count the Svc column.  Parser skips that column, then starts counting once it sees the first piece of data.