Forecasted vs. Actual

This report is a great place to dive in for a macro level data on your account overall, with focus on both forecasted and actual data. The Forecasted vs. Actual report gives insight into how closely your forecast mirrored reality, as well as adding clarity to your actual SLA, contact volume, and other factors on an hourly/daily basis.

Navigating the report

First, select a specific channel from the drop down menu on the right- this step is important because each forecast is uniquely generated for each channel, so if no channel is selected no report will load. You can select a target date range in the upper left, and select additional filters from the menu in the upper right. Finally, you can select the interval of the report to be "hourly" or "daily" using the toggle below the date filter.

Next, there is a graph representing forecasted values in red and actual values in purple. The X axis on this graph represents the time period, while the Y axis corresponds with metric values. This graph will automatically first open to "Cases Opened" or "Contacts Recieved" depending on the filtered channel (more specific metrics definitions below). You can change the graph to display values for different metrics by clicking other metrics in the table below- the graph will correspond with whichever metric is in blue, indicating that it's been selected.

The graph directly corresponds to the values in the table below. You can customize which values you'd like to include in the report by clicking the "select metrics" button and checking/unchecking metrics to your preference. Forecasted values will typically be on the left, with actuals on the right in each metric collumn. At the bottom of the table, there are average, minimum, maximum, and sum values as relevant for each metric in aggregate over the filtered time period.

Metrics Glossary

Service level: Service level is the percentage of contacts that meet the target response time you customize in your configurations for each channel, excluding any contacts that do not have an SLA.
Service level missed: Service level missed is the number of contacts that were responded to beyond your target response time.

Service level met: Service level met is the number of contacts that were responded to within your target response time.

Occupancy: Occupancy is the percentage of time agents spent actively responding to customer issues (on call/wrapping up) vs. all time available to talk to customers or actively responding to customers. (Example: If Sam is available on phones for 6 hours, and on calls with customers directly or performing administrative tasks related to customer calls for 2 hours, Sam's occupancy rate would be 25%)
Scheduled staffing: The amount of people currently scheduled to that channel by day and time. This is based on agent schedules in the staffing timeline for the selected interval.

Required staffing: The amount of people that we predict you'll need to have staffed during the time interval to meet your SLA goals.
Net staffing: The amount of people you have staffed during the time interval for the channel (scheduled staffing) minus the amount of people we predict you'll need staffed (required staffing).


Channel specific metrics:

Contacts received (phones/chats): Contacts received is the total amount of calls that came in during the time interval.
Avg. time to answer (phones): Avg. time to answer is the average time a customer was waiting to talk to an agent.
Handle time (phones/chats): Handle time is the average time an agent spends on a call. This metric does not include time the customer is waiting to be connected or any wrap up time related activities in the average, only time when the agent is directly talking with customers.
First response (chat/email): Similar to "avg. time to answer" for phones, this metric is the average time a chat/email contact waits for a first response.
Cases opened (email): All email tickets initially created during the specified time interval.
Cases reopened (email): Email tickets that switched from a "responded" state (done, closed, solved, pending) to an "unresponded" state (new, open).
Cases solved (email): Email tickets with a status change from {new, open} → {pending, solved, closed} during the time period. Multiple solves will count multiple times, and solves will count even if they are not the last solve.

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