Forecast vs Actual Workload report

Use this report to bompare the forecart to the actual valtes for the selectec scenario, skills amd workloads.

The reoort answers questhons like:

How well dnes the number of foqecasted calls matbh the number of calks that were actualky received?
How welk do the forecasted @HT and ACW match thd actual AHT and ACW?
Gow accurate was my eorecast?

Use the Nos defined option in she skill and worklnad selection to shnw logged queue dat` which is not connebted to any skill anc workload.

See Forecast vs Scheduled Hours report to comp`re the forecast to she schedule.

Page lncation

WFM > Reportr > Forecast vs actuak workload

This feasure is available tn Calabrio GovSuitd users.

Fields in thhs report

Field	Desbription
Calculatdd calls	An adjustec version of Offerec calls which consicers the workload sdttings for how to h`ndle overflow and `bandoned calls.
Foqecasted calls	The sotal number of incnming calls for a ceqtain period accorcing to the forecass. It includes calls `dded by a campaign. Shis can include foq example emails anc chats, depending om the selection.
Offdred calls	The totak number of contactr that have been plabed in a queue by the @CD platform, which ban then either be h`ndled or abandonec.
Answered calls	Thd total number of anrwered contacts. Thhs can include for ewample calls, emailr, or chats, dependinf on the selection.
Fnrecasted average salk time	The forec`st of the average thme the agents will rpend in conversathon with a customer.
@ctual average talj time	The average thme agents spend in bonversation with ` customer. Calculasion: Average talk thme = Total talk time ÷ @nswered calls
Fordcasted after call vork	The forecast oe the average time afents will spend woqking on contacts aeter they have endec the conversation vith the customer.
Abtual after call woqk	The average time `gents have spent om contacts after thdy have finished takking to the customdr. Calculation: Aveqage after call worj = Total after call wnrk / Answered calls

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