Intraday management for predicted service performance (i.e., SL, ASA, ABD), utilizes the most recent published schedule for the period along with the corresponding short-term forecast.
Taking recent trending (higher/lower volume/AHT/shrinkage) and re-forecasting would be intraday reforecasting (options that will be within intraday management). We do not currently have this feature and a search of Ideas Lab found the following Idea:
https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-47 . I would suggest voting on it to help Product Management with prioritization.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 09-30-2021 14:12
From: Kristofer Haken
Subject: Intraday Monitoring - SLA
Hello all! First post here, so if this is in the wrong place or has already been asked, I apologize!
Within the WFM section of PureCloud, and under Performance > Intraday Monitoring, this allows us to look forward at projected SLA for the day, and even look back to see how we did and even which intervals we were above or below SLA. This is a great feature, my only question is how is the forecasted SLA calculated? Specifically, does it takes into account if you are behind in the queue from a previous interval, that calls might rollover into the next interval? IE 1230-1 we might be projected to have 50% SLA, and incoming call volume of 50 calls. Does the 1-130 interval take into account that some of the calls from the 1230-1 interval that have gone unanswered because we are behind in the queue will roll over into the 1-130 interval?
Also, if it does not take that into account, does anyone have any recommendations or methods for how they accurately forecast SLA that DOES take into account the fact you might be behind one interval and that will then roll forward into the next one?
#Forecasting
#Performance Management
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Kristofer Haken
WorkForce Management Analyst
Right Networks
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