Outbound Forecast Lists Assessment

This report shows an assessment of an outbound call center's forecasted call lists as they compare to the actual call lists for a particular scheduling period (SP).

Outbound Forecast Lists Assessment

A call list doesn't contain the actual phone numbers to dial, but rather the number of phone numbers to dial (known as the length).

This report displays each call list's forecasted and actual start/end dates, queue, length, and number of retries for the selected queue(s) linked to the given scheduling period. In order for a call list to be included in the report output, its start/end dates must intersect the specified date range. The report summary displays the total forecasted and actual call list lengths for each queue over the entire period and the the percentage deviation of the actual data from forecasted.

Forecasters can review this report to gauge how accurate their call list forecasts are for individual queues in a campaign. After identifying queues where deviation was high, forecasters should review what actually happened during that period, 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

  • Queue: Indicates the queue on which to report. Can be a single, multiple, or a combined queue. If a combined queue is selected, the report will display the call lists of each individual queue underneath it. The queue selector will only show queues of the "Phone Outbound" media type.

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

  • Schedule Period:

    • Campaign: The campaign on which to report.

    • Schedule Period: The date range defining the schedule period on which to report for the selected campaign.

    • Date Range: Specifies the date period for which the report is generated. You can choose to report on the entire schedule period, or on any sub-range of days within the schedule period.

Outputs

  • Start Date: The date when agents are to begin working on the call list.

  • End Date: The date when agents are to stop working on the call list.

  • Queue: The Queue through which calls are made.

  • Length: The number of phone numbers to dial for the call list.

  • Retries: The maximum number of retries per phone number.

  • Length % Deviation: The percentage deviation of the total actual call list length from the total forecasted call list length for the entire period.