Monitor skill performance

On the Performance tab in Intraday, you can evaluate different metrics such as predicted service level, actual service level, abandon rate, average speed of answer, predicted average speed of answer, and so on. The abandon rate and predicted average speed of answer are only shown for the Inbound telephony and Chat skills.

The chart shows the data interval by interval. The averages based on the actual call data are shown in a table below the chart. These averages are calculated based on the total volume for all intervals up until the latest updated interval, and not as an average of the values for each interval. Therefore, an interval with a high volume will have a larger impact on the average of the day than an interval with a low volume.

NOTE   
  • PSL is calculated based on the forecasted values up until the latest interval. When calculating the PSL in Intraday, the skill shrinkage and the agents’ proficiency are not considered. The PSL for previous days is not updated if retroactive schedule changes are made for periods more than 24 hours back.
  • The actual service level is calculated based on the workload settings for calculated volume. The abandon rate is calculated based on the offered volume.

Prerequisites

This feature is also available to Calabrio GovSuite users.

  • You have the Web > Intraday permission.
  • You have the Intraday > Monitor SL permission.

Page location

WFM > Intraday > Performance tab

Procedures

Select skills

Click in the field at the top of the page and select the skill or skill group to view data for.

If a skill group is selected, you can expand to show the included skills above the tabs. Click a skill to see data for only that skill. Click All to go back to viewing data for all skills in the skill group.

Monitor skill performance

The vertical line indicates the time when the view last was updated with new data. Hover the cursor over the any interval in the chart to view the values that specific interval.

Hover a measure in the legend to highlight it. It is also possible to click a measure in the legend to hide it. This makes it easier to focus on the measures that are important to you. Click the measure again to show it. This reflects performance up to the current moment, estimating what service level would have been achieved based on forecasted traffic and both forecasted and actual staffing.

There is the following visibility and behavior based on skill target type:

NOTE   Visibility of PASA and PSL metrics depends on the target method configured in the skill properties and whether the user selects an individual skill or a skill group.

Selection type Target type Performance tab Table view Export to Excel
Individual skill ASA PASA column and legend visible. PSL hidden. PSL column hidden. Data shown for SL, Abandoned Rate, ASA, and PASA. Same as Table view. PSL hidden.
Individual skill SL PASA and PSL columns and legends visible. PSL column visible. Data shown for SL, PSL, Abandoned Rate, ASA, and PASA. Same as Table view.
Skill group ASA No data shown in the All tab. Warning message prompts the user to select an individual skill. PSL column hidden. SL, ASA, and PASA are not populated at group level. PSL hidden. SL, ASA, and PASA exported.
Skill group All skills use SL PASA not shown in the All tab. Warning message indicates PASA cannot be displayed. PSL visible. PASA column contains no data. Same as Table view.
Skill group Mixed targets (ASA and SL) No data shown in the All tab. Warning message indicates SL, PSL, ASA, PASA, and Abandoned Rate cannot be displayed. SL, PSL, ASA, and PASA are not populated. Same as Table view.
Skill group Group contains only one skill Behavior matches the individual skill target type. Same as individual skill behavior. Same as Table view.
Email skills Metric limitation Abandoned Rate legend hidden. Abandoned Rate not populated. Abandoned Rate not populated.

Select which day to view

Today's values are shown by default. Show data up to 7 days back or 1 day forward.

  • Click on a day in the day section in the top right corner. For example, -3 means three days back.

Export intraday data to an Excel file

Export the data presented in the Intraday charts to an Excel file for further custom reporting. The export shows the total values for each column. When exporting today's values, all columns which contains actual values only have values up until the latest interval. The same applies to forecasted volume and forecasted average handling time, to make it possible to compare the forecasted total to the corresponding actual total.

  1. Select the day to export data for.

  2. Select the skill or skill group to export data for.

    NOTE   The data for all the skills in the selected skill group is exported, even if you have clicked to show only one of those skills in the view.

  3. Click Export to Excel.

    The intraday data for the selected day is exported to an Excel file.

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