Outbound Daily Forecast Assessment

This report shows an assessment of an outbound call center's forecasted statistics as they compare to the actual statistics.

It displays the forecasted and actual connect rate, connect average handling time, right-party connect rate, and right-party connect average handling time, for the selected queue(s) for the given time period. The report displays a daily granularity and the total 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 all of the statistics within the time frame.

Outbound Daily Forecast Assessment

Forecasters can review this report to gauge how accurate their daily connect rate, right-party connect rate, connect AHT, and right-party connect AHT forecasts are for individual queues, multiple queues, or the combined queue for a campaign. They can also see the highest and lowest values in the time period selected and the highest and lowest deviations. After identifying periods where deviation was high, forecasters should review what actually happened during that day, so they can improve their forecasting technique for the future. Management can review this report to assess forecasters' performance.

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 last specified number of days, starting backwards from the current date and time. A value of 0 returns data for today only.

      The daily time range time selections still apply, so the report only shows the times of the day that fall within this range. For example, if it is currently 3:00PM and Last <n> Days is 0, and the Daily Time Range is 10:00 AM to 2:00 PM, the report output will only include data for 10:00 AM to 2:00 PM today.

      If the daily time range were 12:00 AM to 11:59 PM, the current time were 3:00 PM, and Last <n> Days were 0, the Daily Time Range would not be a factor in this case, because the daily time range includes the whole day. However, the report will only show data for 12:00 AM to 2:45 PM, since data for the 3:00 PM interval would not be known until 3:15 PM. In other words, the data in the report is always 15 minutes behind the current time when Last <n> Days is used.

    • A specific date range, entered using a date selector.

  • 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. The queue selector only shows queues of the Phone Outbound media type.

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

Outputs

  • Connect Rate Forecasted: The forecasted connect rate.

  • Connect Rate Actual: The actual connect rate.

  • Connect Rate % Deviation: The percentage deviation of the actual connect rate from the forecasted connect rate.

  • AHT Forecasted: The forecasted connect average handling time.

  • AHT Actual: The actual connect average handling time.

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

  • RPC Rate Forecasted: The forecasted right-party connect rate.

  • RPC Rate Actual: The actual right-party connect rate.

  • RPC Rate % Deviation: The percentage deviation of the actual right-party connect rate from the forecasted right-party connect rate.

  • RPC AHT Forecasted: The forecasted right-party connect average handling time.

  • RPC AHT Actual: The actual right-party connect average handling time.

  • RPC AHT % Deviation: The percentage deviation of the actual right-party connect average handling time from the forecasted right-party connect average handling time.