Technical References

Workforce Management Reports Reference Guide
26 June 15, 2012
Performance Analysis Reports
The following reports are in the Performance Analysis category:
■ Performance Daily (page 26)
■ Performance Interval (page 27)
■ Call Volume Graph (page 28)
■ Service Level Graph (page 29)
■ Forecast Accuracy Graph (page 30)
■ Call Volume Graph Interval (page 31)
■ Service Level Graph Interval (page 32)
■ Forecast Graph Interval (page 33)
■ Agent Graph Interval (page 34)
■ Agent Report Card (page 35)
Performance Daily
The Performance Daily report displays statistics for selected CSQs over a selected
date range that describe the CSQ’s actual versus forecast performance and the
forecast’s accuracy.
To display the report, you must select:
■ Start date
■ End date
■ CSQ
You can also select which fields to display, except for CSQ and Date, which are
required.
The following are the fields that appear in the report. You can customize the order in
which the fields appear.
■ CSQ
■ Date
■ Service Level
■ Percent Abandon
■ Average Speed of Answer
■ Forecast Calls Offered
■ Actual Calls Offered