Technical References

Interval Results Reports
June 15, 2012 17
■ Forecast Average Speed of Answer
■ Actual Average Speed of Answer
■ Service Level Threshold Seconds
■ Service Level Percent Goal
■ Actual Service Level Percent
CSQ Interval
The CSQ Interval report displays forecast and actual statistics for the selected CSQs by
half-hour intervals.
You must select the following to display the report:
■ Date
■ CSQs
You can also select which fields to display, except for CSQ, Date, and Interval, which
are required. By default, all fields are selected.
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
■ 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