Contents

Actual vs. Forecast Historical Analysis Report

This report displays the offered interactions, completed interactions, ACD talk time, and Number ACW for actual and forecasted volumes.

Parameters

For this report, specify: the Forecast start Date and Time; a Schedule Name, list of Schedule Names, or range of Schedule Names; a queue name, list of queues, or range of queues; a Site ID, list of site IDs, or range of site IDs; and if you want tracking skills.

Report Log Tables

Interaction Administrator Unique Report Identifier

IWrkgrpQueueStats

IO_VolumeForecastStats

IO_ForecastScheduleEntry

IO_NamedSchedule

IO_VolumeForecast

IO_ACTUAL_FORECAST

Sample report

Click on the image below to view a sample of this report.

Report Element	Report Field or Value	Field or Value Description
Report Title	ReportTitle	Optimizer Actual vs. Forecast Historical Analysis Report
Forecast Start Date Time	StartDate_GMT	The date and time specified in the parameters when running the report
Site ID Range	SideId	The Site ID specified in the parameters when running the report
Workgroups	Workgroups	Workgroups selected in the report parameters
Date
Interval	IntervalStartUTC	(Half-Hour)
Forecast	VolumeForecastID	Forecast identifier
Published Schedule	ScheduleName	Name of the Published Schedule
Actual Offered		Actual number of interactions offered to the Agent
Actual Completed		Actual number of interactions completed by the Agent
Actual ACD Talk Time		Actual minutes and seconds of ACD Talk Time
Actual Number ACW		Total number of times agent performed after call work
Actual ACW Complete		Total time in minutes and seconds for after call work
Forecasted Offered	Offered	Forecasted number of interactions
Forecasted Completed	Completed	Forecasted number of interactions completed
Forecasted ACD Talk Time	TalkCompleteACD	Forecasted minutes and seconds of ACD time
Forecasted Number ACW	NumberACW	Forecasted number of times Agent performed after call work
Forecasted ACW Complete	ACWComplete	Forecasted time in minutes and seconds for after call work
Differences Offered	{calculated}	Actual minus forecasted number of interactions offered
Differences Completed	{calculated}	Actual minus forecasted number of interactions completed
Differences ACD Talk Time	{calculated}	Actual minus forecasted minutes and seconds of ACD time
Differences Number ACW	{calculated}	Actual minus forecasted number of times Agent performed after call work
Differences ACW Complete	{calculated}	Actual minus forecasted time in minutes and seconds for after call work

Record Selection Criteria for this report includes:

{IO_NamedSchedule.Published}=1 and

{IO_NamedSchedule.ScheduleName} in {?ScheduleName} and

{IO_ForecastScheduleEntry.StartDateUTC} >= {?StartDate_GMT} and

{IO_ForecastScheduleEntry.StopDateUTC}<= DateAdd ("d",8 ,{?StartDate_GMT} ) and

{IO_VolumeForecastStats.IntervalStartUTC} >= {?StartDate_GMT} and

{IWrkgrpQueueStats.dIntervalStart} > DateAdd ("h",-15 ,{?StartDate_GMT} ) and

{IWrkgrpQueueStats.dIntervalStart} <= DateAdd ("h",15 ,{?StartDate_GMT} ) and

{IWrkgrpQueueStats.cName} in {?Workgroups} and

{IWrkgrpQueueStats.cName} = {IO_VolumeForecastStats.WorkgroupName} and

{IWrkgrpQueueStats.SiteId} = {?SiteId} and

{IWrkgrpQueueStats.SiteId} = {IO_VolumeForecastStats.SiteID}

and {IWrkgrpQueueStats.cHKey3}<>"*"

and

if {?Skills} then

{IWrkgrpQueueStats.cHKey4}<>"*" and {IO_VolumeForecastStats.skillset}<>"*"

else

{IWrkgrpQueueStats.cHKey4}="*" and {IO_VolumeForecastStats.skillset}="*"

and datetimevalue(ININ_ConvertUTCTimeToLocalTime({IO_VolumeForecastStats.IntervalStartUTC}))