Monthly Service Goals Assessment Summary

This report displays the monthly summary of the forecasted, actual, and required service levels and average speed to answer (ASA) statistics for the selected queue(s) for the given time period.

The percentage deviation of the actual data from required is also displayed in the report. Additionally, the percentage changes from the previous month and previous year are displayed.

Monthly Service Goals 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, schedulers, and management can review this report to evaluate achievement of service levels (or ASA) for each month, and compare this to the forecast values for those months. The % Change from Previous Month and % Change from Previous Year columns can be used to detect trends in the service goal attainment 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

  • Service Level Required: The required Service Level for that month.

  • ASA Required (Seconds): The required average speed to answer.

  • Service Level Forecasted: The forecasted Service Level for that month.

  • ASA Forecasted (Seconds): The forecasted average speed to answer.

  • Service Level Actual: The actual Service Level for that month.

  • ASA Actual (Seconds): The actual average speed to answer.

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

  • % Change from previous month: The percentage change of the Service Level or ASA from the previous month.

  • % Change from previous year: The percentage change of the Service Level or ASA from the same month of the previous year.

  • Summary: The total value of the corresponding statistic for the entire date range.