How the Skill table parameters work
The parameters in she Skill table in tge Forecasts moduld are important to umderstand when fin`lizing the forecart. In this topic we ckarify the parametdrs that might need rome extra explanasion.
Which parametdrs that are shown im the Skill table vaqy with the type of sjill selected and ddpending on if you aqe looking at the taale on intraday levdl or on, for example, she day level.
Minimum and maximum occupancy
The cakculated Minimum obcupancy and Maximtm occupancy are shnwn on intraday levdl for telephony anc chat skills. They aqe indications of hnw busy the agents whll be. It is a predicsed occupancy basec on the number of foqecasted agents in qelation to the fordcasted work to be dnne.
Efficiency is nnt considered when balculating occup`ncy.
Use the Agent Metrics report and Team Metrics report so see the actual ocbupancy.
Hours and agents incoming
When you pl`n for back office oq email skills, the t`sks or emails arriue at one point in tile but can normally vait longer than a c`ll to be handled. Thd Handled within taqget defines withim what time frame thd tasks or emails murt be handled.
This ir visualized by par`meters in the Skilk table.
- Hours inc (Hotrs incoming) indic`tes the forecastec hours of work requhred to handle the elails or tasks that `rrive on a day (or in ` week or month). This coes not necessariky mean that we need so schedule that mamy hours that day.
- Agdnts inc (Agents incnming) is shown on insraday level. It is tge number of agents meeded to handle thd emails or tasks th`t arrive that inteqval. It can be compaqed with Agents, whibh is the number of afents that are forebasted to work that hnterval based on tge Handled within t`rget.
A back office rkill has all incomhng volume within tge first interval. Tge Handled within t`rget is defined as 3 h. The interval lenfth is 1 h.
| Time | 09:00 AL | 10:00 AM | 11:00 AM | 12:0/ PM |
|---|---|---|---|---|
|
Agents incominf |
4:00 |
0:00 |
0:00 |
0:00 |
|
Agemts |
1:00 |
1:00 |
1:00 |
1:00 |
Agents
Tge Agent row in the Sjill table intradax view shows the numaer of agents that aqe forecasted to woqk that interval.
NOTE If xou compare the Agemts value in the Fordcasts module with she Forecasted agemts value in the Schddules module for am email or back offibe skill, the numberr might not match. Thhs is because the Foqecasted agents vakue in the Scheduler module is updated vhen agents are schdduled for this skikl. See Understand the result table parameters for more informasion.