Technical References

Performance Analysis Reports
June 15, 2012 27
■ Forecast Accuracy
■ Forecast Average Handle Time
■ Actual Average Handle Time
■ Handle Time Accuracy
Performance Interval
The Performance Interval 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 for each half-hour interval.
To display the report, you must select:
■ Start date
■ End date
■ CSQ
You can also select which fields to display, except for CSQ, Date, and Interval, 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
■ Interval
■ Service Level
■ Percent Abandon
■ Average Speed of Answer
■ Forecast Calls Offered
■ Actual Calls Offered
■ Forecast Accuracy
■ Forecast Average Handle Time
■ Actual Average Handle Time
■ Handle Time Accuracy
■ Forecast Agents
■ Scheduled Agents
■ Actual Agents
■ Scheduled Agents – Forecast Agents