Source Data dialog

Use the Source Data dialog to decide which historical days the system should use to forecast. The Source Data dialog displays offered, abandoned, average handle time (AHT), average talk time (ATT), and average ACW time (for after call work). The rows show graphs with totals or averages that help supervisors determine if the day is a good representation of expected future behavior. If a day is not a good representation, give it a day classification to exclude it from the current and future short-term and long-term forecasts.

In the daily rows, the system weights the averages displayed under the AHT, ATT, and ACW graphs using completed interactions, which match intraday monitoring. However, the forecast row at the bottom weights these averages using Offered (Number of Interactions). Because forecast modifications affect offered interactions and do not affect completed interactions, this method matches the forecast but it means the forecast row values for AHT, ATT, and ACW do not appear to match the daily rows.

For more information, see the related topics.