Outbound Monthly Performance Assessment Summary

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 and right-party connects for the selected queue(s) for the given time period. The report displays a monthly 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 each of the statistics within the time frame.

Outbound Monthly Performance Assessment Summary

Forecasters can review this report to gauge how accurate the daily connect and right-party connect predictions are for individual 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. Also, the % Change from Previous Month and % Change from Previous Year columns can be used to detect trends in the statistics 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 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.

  • 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.

  • Connects % Change from previous month: The percentage deviation of the current month's actual connects from the prior month's actual connects.

  • Connects % Change from previous Year: The percentage deviation of the current month's actual connects from the actual connects of the same month of the prior year.

  • RPC % Change from previous month: The percentage deviation of the current month's actual right-party connects from the prior month's actual right-party connects.

  • RPC % Change from previous Year: The percentage deviation of the current month's actual right-party connects from the actual right-party connects of the same month of the prior year.