Technical References

Field Dictionary
June 15, 2012 43
Floating Holidays Total
Hours
The total amount of floating holiday hours available.
Floating Holidays Used
Hours
The total amount of floating holiday hours used to date.
Forecast Accuracy The percentage of forecast calls to actual calls offered
for the CSQ during the interval.
Forecast accuracy = ( A ÷ B ) × 100
A = Forecast calls for the CSQ during the interval
B = Actual calls offered for the CSQ during the interval
Forecast Agents The number of forecast agents required for the CSQ
during the interval.
Forecast Average
Handle Time
The forecasted average talk time + the forecasted
average work time.
Forecast Average
Speed of Answer
The forecasted average speed of answer (ASA), the
average amount of time callers spend in queue waiting
for their calls to be answered.
Average speed of answer = A ÷ B
A = queue time for callers during the interval
B = Number of answered ACD calls
Forecast Average Talk
Time
The forecasted average talk time for the interval.
Forecast Average Work
Time
The forecasted average work time for the interval.
Forecast Calls Offered The number of ACD calls forecasted to be routed to the
CSQ during the interval.
Gap The difference between the current and planned FTEs.
Goal Adherence
Percent
The goal for the adherence percentage, from user entry
in the report query.
Goal Calls Per Hour The goal for the calls per hour, from user entry in the
report query.
Goal Quality Score The goal for the quality score, from user entry in the
report query.
Field Definition