Daily Comprehensive Performance

This report displays the forecasted and actual contact volumes, average handling times, and service levels for the selected queue(s) for the given time period.

The display is hourly or daily, and gives total values for the entire period. The percentage deviation of the actual data from forecasted is also displayed in the report. Additionally, the report summary displays the highest and lowest values for the statistics within the time frame.

Forecasters, schedulers, and management can review this report daily to gauge the accuracy of their hourly contact volume and AHT forecasts and review service level performance for individual queues, multiple queues, or the combined queue for a campaign. During intervals where the service level deviations are high, they can use this report to understand if deviations from the contact volume or AHT forecasts are causing the problems or if there are other causes, such as adherence problems.

Daily Comprehensive Performance

Default Access Rights

This report can be run by the following roles: Manager, Scheduler.

Inputs

  •  Date Frame: Specifies the date period for which the report is generated. This can be set in one of two ways:

    • Last <n> days: The previous n days, not including the current day. A value of 0 has no effect.

    • Specify the start and end dates. Specifying the start date and end date as today's and tomorrow's date allows you to report on the current day's data.

  • From Time: Specifies the start time of the day. The From Time and To Time parameters specify the time range within each day of the specified date range for which the report is generated.

  • To Time: Specifies the end time of the day. The From Time and To Time parameters specify the time range within each day of the specified date range for which the report is generated.

  • Queue: Indicates the queue on which to report. Can be a single, multiple, or a combined queue.

  • Time Zone: Indicates the time zone used for display.

Outputs

  • Day: The day of the week and date being reported.

  • Contact Volume Forecasted: The forecasted contact volume for that hour.

  • Contact Volume Actual: The actual contact volume for that hour.

  • Contact Volume % Deviation: The percentage deviation of the actual contact volume from the forecasted contact volume.

  • AHT Forecasted: The forecasted average handling time.

  • AHT Actual: The actual average handling time.

  • AHT % Deviation: The percentage deviation of the actual average handling time from the forecasted average handling time.

  • Service Level Required: The required service level for that hour.

  • Service Level Actual: The actual service level for that hour.

  • Service Level % Deviation: The percentage deviation of the actual service level from the forecasted service level.

  • Daily Total: The total value of the corresponding statistic for the day.

Summary Information

    The summary information reports the value, day of the week and date, and time for:

  • Contact Volume

    • Highest: The highest single hourly Contact Volume value in the entire report.

    • Lowest: The lowest single hourly Contact Volume value in the entire report.

    • Highest % Deviation (Absolute): The Contact Volume % Deviation hourly value with the greatest absolute value.

    • Lowest % Deviation (Absolute): The Contact Volume % Deviation hourly value with the least absolute value.

    The above two rows compare absolute values. So, a value of -95 is considered greater than a value of 94 because the absolute value of -95 is 95.

  • AHT (Average Handling Time)

    • Highest: The highest single hourly AHT value in the entire report.

    • Lowest: The lowest single hourly AHT value in the entire report.

    • Highest % Deviation (Absolute): The AHT % Deviation hourly value with the greatest absolute value.

    • Lowest % Deviation (Absolute): The AHT % Deviation hourly value with the least absolute value.

    The above two rows compare absolute values. So, a value of -95 is considered greater than a value of 94 because the absolute value of -95 is 95.

  • Service Level

    • Highest: The highest single hourly Service Level value in the entire report.

    • Lowest: The lowest single hourly Service Level value in the entire report.

    • Highest % Deviation (Absolute): The Service Level % Deviation hourly value with the greatest absolute value.

    • Lowest % Deviation (Absolute): The Service Level % Deviation hourly value with the least absolute value.

    The above two rows compare absolute values. So, a value of -95 is considered greater than a value of 94 because the absolute value of -95 is 95.