Monthly Forecast Assessment Summary

This report displays the monthly summary of forecasted and actual contact volume and average handling time statistics for the selected queue(s) for the given time 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.

Monthly Forecast Assessment Summary

For monthly reports, only the portions of the months that fall within the selected date range and time range are included. For example, if you run the report from 5/15/08 to 7/15/08, the output will show May 2008, June 2008, and July 2008, but only the “June 2008 row will contain the data for the entire month. Non-monthly reports are a little different because the specified time range applies to each day in the date range, so each daily aggregation only includes the entire day’s data if the time range is 12:00 AM – 11:59 PM.

Forecasters can review this report to gauge how accurate their contact volume and AHT forecasts are when aggregated to the monthly level. Management can review this report to assess the forecaster's performance. Also, the % Change from Previous Month and % Change from Previous Year columns can be used to detect trends in the contact volume over time.

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.

  • 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

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

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

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

  • AHT Forecasted (Seconds): The forecasted average handling time.

  • AHT Actual (Seconds): The actual average handling time.

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

  • CV % Change from previous month: The percentage change of the contact volume from the previous month.

  • CV % Change from previous year: The percentage change of the contact volume from the same month of the previous year.