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Headcount Summary: Scheduled vs. Forecasted Report

This report displays the summary of scheduled and forecasted headcount reported in 15-minute intervals for a given schedule.

Parameters

For this report, specify: a Schedule Name, list of Schedule Names, or a range of Schedule Names; a Forecast Schedule Date and Time range; a User, list of Users, or range of Users; a Start Date and Time for the report; and an End Date and Time.

Report Log Tables

Interaction Administrator Unique Report Identifier

IO_Schedule

IO_ScheduleInterval

IO_ActivityType

IO_Agent

IO_NamedSchedule

IO_ForecastScheduleEntry

IO_SchedulingUnit

IO_HeadcountForecastStats

 

HEADCOUNT_SUMMARY

 

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

Headcount Summary: Scheduled vs. Forecasted

Schedule range

ScheduleName_Display

Parameter matching IO_NamedSchedule.ScheduleName

Users

Users_Display

Parameter matching IO_Agent.UserName

Forecast Schedule Date range

 ForecastDateTime

 Parameter matching the conversion to local of  IO_ForecastScheduleEntry.StartDateUTC

Schedule Date/Time range

BeginDateTime-EndDateTime

Parameter matching the conversion based on IO_Schedule.StartDateTimeUTC and IO_ScheduleInterval.StartOffset   

Scheduling Unit

SchedulingUnitID

Schedule Unit, list of Schedule Units, or range

Published on date/time

 Published_flag {calculated}

Indicates if the Schedule has being published

Date

DayOnSchedule {calculated}

Specific day on the Schedule

Scheduled ACD

Scheduled {calculated array}

Counts the number of users that were Scheduled ACD in the current 15 minutes interval

Forecasted

Forecasted{calculated array}

Based on field IO_HeadcountForecastStats..AdjustedResourcesRequired

Difference

Diff {calculated}

Scheduled- Forecasted

Mean Absolute Deviation

MeanAbsoluteDeviation{calculated}

Sum of differences divided by the number of schedulable time periods

Standard Deviation

StandardDeviation{calculated}

Based on the Mean Absolute Deviation and the numer of schedulable time periods

Number of time periods

Number of Non Zero Data points{calculated}

Number of time periods that can be scheduled

 

 

 

 

 

 

 

 

Record Selection Criteria for this report includes:

{IO_NamedSchedule.ScheduleName} in {?ScheduleName} and

{IO_Agent.UserName} in {?Users} and

{IO_ForecastScheduleEntry.StartDateUTC} in {?Forecast_Date_GMT}

and

(

 {@IntervalStart} in {?BeginDateTimeReport} to_ {?EndDateTimeReport} OR

      ( {@IntervalStart} < {?BeginDateTimeReport} and {@IntervalEnd} > {?BeginDateTimeReport} )

 )