Outbound Daily Performance Assessment

This report shows an assessment of an outbound call center's performance by comparing predicted values to actual values.

It displays the forecasted and actual connects, right-party connects, dials, and backlog 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 Performance Assessment

Forecasters can review this report to gauge how accurate the connects, right-party connects, dials, and backlog predictions 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.

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.

  • 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

  • Connects Forecasted: The forecasted connects.

  • Connects Actual: The actual connects.

  • Connects % Deviation: The percentage deviation of the actual connects from the forecasted connects.

  • RPC Forecasted: The forecasted right-party connects.

  • RPC Actual: The actual right-party connects.

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

  • Dials Forecasted: The forecasted dials.

  • Dials Actual: The actual dials.

  • Dials % Deviation: The percentage deviation of the actual dials from the forecasted dials.

  • Backlog Forecasted: The forecasted backlog.

  • Backlog Actual: The actual backlog.

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