Performance Reports
These reports provide information on the forecasted, actual, and required statistics that are displayed in Queue Analytics.
Related topics
Performance reports require that the schedule information be current. You may have to recalculate statistics (such as service level, average speed to answer, and number scheduled) prior to generating these reports, in order for the reports to use the most current data. In particular, this recalculation is necessary if the forecast has changed, or the schedule has been changed.
For all performance reports, a value of "—" (two minus signs) means empty/unknown. For example, you would see this when looking at future actual data, or past actual data where the ACD was down. Unlike Queue Analytics, the Performance Reports do not show trends. Missing data is not the same as 0. 0 Means that the value is known, and it just happens to be 0.
All Performance Reports show data aggregated to particular intervals. For example, the Daily Comprehensive Performance report shows hourly and daily aggregations. These aggregations can be simple sums (such as for Contact Volume), or they can require more complex aggregation formulas (such as for Service Level, which uses a weighted average). Furthermore, if you selected more than one queue in the report parameters page, the queues are first combined (using combination formulas, which can be different than the aggregation formulas), and the resulting combined queue is the one displayed in the report.