View Schedule Bid Details

You can view details for a schedule bid.

Schedule efficiency is the measurement of how closely the scheduled resources match the forecast number of resources needed. For example, if you need 10 agents, but you schedule 9 agents, the schedule efficiency for that interval would be 90%. Schedule efficiency is reduced if you over-schedule in the same way that it is reduced if you under-schedule. For example, if you schedule 11 agents when you need 10 agents, the schedule efficiency would be 90%.

The formula used to measure schedule efficiency is: 1 - (absolute value (forecast – scheduled) / forecast )

The [non-weighted] schedule efficiency shown in the Schedule Details dialog is the average schedule efficiency for all the intervals in the schedule where either the forecast or the scheduled value is non-zero. The weighted schedule efficiency shown in this dialog box factors how large the forecast is for each interval when determining the overall weighted schedule efficiency. For example, say you have two intervals. The first interval has a schedule efficiency of 50% and the forecast resource is 10. For the second interval, the schedule efficiency is 90% and the forecast resource is 100. The weighted schedule efficiency would be (5 + 90) / 110 = 86.37%, but the non-weighted schedule efficiency would be (50 + 90) / 200 = 70%.

The weighted schedule efficiency is calculated by multiplying the schedule efficiency in each interval by the forecast number of resources, adding up all these weighted numbers for all intervals where the forecast or scheduled value is non-zero, and then dividing by the total of all the forecast number of resources for all the intervals.

View schedule details

1. From the Interaction Optimizer Home page, in the Schedule Bids area select the appropriate schedule bid from the Schedule Bids drop-down list and click the Open selected schedule bid link. The selected schedule opens.

2. In the Interaction Optimizer menu, click Schedule Bidding and then click Show Schedule Details. The Schedule Details dialog box appears.

3. To display information for a specific agent group, in the agent group box, click the agent group for which to display information.