View staffing levels and actual need

Compare the number of Forecasted agents to the number of Scheduled agents (both FTEs) on the Staffing tab in Intraday. View the forecasted and scheduled agents side by side with two additional measures that are based on the actual volume for the day; Required agents and Reforecasted agents.

The purpose of the Required agents measure is to present how many agents you needed according to the actual traffic data. This is calculated the same way as the Forecasted agents measure, but with the actual incoming volume and the actual handling time. This calculation considers the service level, efficiency and occupancy values defined for the skills. This makes it possible to compare it with the forecasted and scheduled number of agents. Required agents is only shown for past intervals.

For future intervals, the Reforecasted agents measure is shown. This is a suggested revised forecast for the day. It will help you predict what the rest of the day will be like. The Reforecasted agents measure is calculated by multiplying the forecasted number of agents for each future interval with a deviation factor. The deviation factor is based on the difference between the forecasted volume and the actual volume for the past intervals today. The most recent intervals have a bigger impact on the deviation factor.

To use the revised data, you need to update this manually in the Forecasts module. The forecast is not updated automatically.

NOTE   The Scheduled agents value for previous days is not updated if there are retroactive schedule changes for periods more than 24 hours back.

Prerequisites

  • You have the Web > Intraday permission.

Page location

WFM > Intraday > Staffing 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.

Review staffing levels

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 the cursor over 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.

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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