Technical References

Workforce Management Reports Reference Guide
16 June 15, 2012
Interval Results Reports
The following reports are in the Interval Results category:
■ CSQ All Data (page 16)
■ CSQ Interval (page 17)
CSQ All Data
The CSQ All Data report displays forecast and actual statistics for the selected contact
service queues (CSQs) by half-hour intervals.
You must select the following to display the report:
■ CSQs
■ Date
The following are the fields that appear in the report.
■ CSQ
■ Date
■ Interval
■ Forecast Calls Offered
■ Actual Calls Offered
■ Calls Answered
■ Calls Abandoned
■ Calls Handled
■ Calls Blocked
■ Forecast Accuracy
■ Forecast Agents
■ Scheduled Agents
■ Actual Agents
■ Forecast Average Talk Time
■ Actual Average Talk Time
■ Forecast Average Work Time
■ Actual Average Work Time
■ Forecast Average Handle Time
■ Actual Average Handle Time