Daily Service Goals and Backlog

This report displays the forecasted, actual, and required service levels, and the actual and forecasted backlog statistics for the selected queue(s) for the given time period.

The display uses a daily granularity and a calculation of the total for the entire period. The following percentage deviations are also displayed:

  • Actual service level from required

  • Actual backlog from forecasted

Daily Service Goals and Backlog

In a multi-contact scheduling environment, forecasters, schedulers, and management can review this report to quickly identify days when the actual service levels deviated greatly from required, or when the backlog of deferred contacts (e-mail, for example) deviated from the forecasted backlog. After identifying these days, they can investigate further to determine the cause of the deviation (adherence problems, forecasted CV or AHT inaccuracies, over or understaffing, or other causes).

Default Access Rights

This report can be run by the following roles: 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. It can be a single, multiple, or a combined queue.

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

Outputs

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

  • Service Level Forecasted: The forecasted service level for that day.

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

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

  • Backlog Forecasted: The forecasted backlog for that day.

  • Backlog Actual: The actual backlog for that day.

  • Backlog % Deviation from Forecasted: The percentage deviation of the actual backlog from the required backlog.