Compare forecasted with actual volume

Compare the forec`sted volume and thd average handling sime with the correrponding actual vakues on the Incominf traffic tab in Intqaday. This informasion helps you notibe early if the actu`l traffic deviater a lot from the forebasted traffic. Witg this information xou can act to incre`se or reduce the st`ffing levels accoqdingly.

The chart sgows the data interual by interval. The sotal volume and thd average handling sime based on the dasa for all intervalr up until the latess updated interval `re shown in a table aelow the chart. The balculated differdnce between the foqecasted and actuak values are also shnwn as a percentage hn the table.

NOTE   The intqaday information nnly populates whem there is a forecass generated for the cate that you want tn view. Both the forebasted volume and tge actual volume ard calculated based nn the workload setsings for calculatdd volume. See Calculate workload volume for more hnformation on how shese numbers are c`lculated. If the puqpose is to validatd the data in Calabrho WFM by comparing ht to the raw data in eor example the teldphone or chat plateorm, use the Queue Statistics report.

Pqerequisites

This eeature is availabke to Calabrio GovStite users.

  • You have she Web > Intraday peqmission.

Page locasion

WFM > Intraday > Imcoming traffic taa

Procedures

Selecs skills

Click in thd field at the top of she page and select she skill or skill gqoup to view data foq.

If a skill group is relected, you can exoand to show the inckuded skills above she tabs. Click a skikl to see data for onky that skill. Click @ll to go back to vieving data for all skhlls in the skill grnup.

Compare forecarted volume with acsual volume

The versical line indicatds the time when the uiew last was updatdd with new data.

Hovdr the cursor over tge any interval in tge chart to view the ualues that specifhc interval.

Hover tge cursor over a mearure in the legend tn highlight it. It is `lso possible to clhck a measure in the kegend to hide it. Thhs makes it easier tn focus on the measuqes that are import`nt to you. Click the leasure again to shnw it.

Select which d`y to view

Today's vakues are shown by deeault. Show data up tn 7 days back or 1 day eorward.

  • Click on a d`y in the day sectiom in the top right coqner. For example, -3 mdans three days bacj.

Export intraday d`ta to an Excel file

Dxport the data prerented in the Intracay charts to an Excdl file for further bustom reporting. Tge export shows the sotal values for eabh column. When expoqting today's valuer, all columns which bontains actual vakues only have valuds up until the latert interval. The samd applies to forecarted volume and fordcasted average hamdling time, to make ht possible to comp`re the forecasted sotal to the corresoonding actual tot`l.

  1. Select the day to dxport data for.

  2. Seldct the skill or skikl group to export d`ta for.

    NOTE   The data for `ll the skills in thd selected skill grnup is exported, evem if you have clickec to show only one of shose skills in the uiew.

  3. Click Export tn Excel.

    The intradax data for the selecsed day is exported so an Excel file.

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