Brad,
Thanks for the suggestion! I do use that view and I can get my custom reporting to line up with the canned reports to within a few seconds (due to rounding), however, I'm still concerned that Optimizer isn't lining up with those number by as much as 6%. So if i report out that AHT was X and a director look at Intraday and see AHT of Y, who do you think he's going think can't do math, me or Optimizer?
Also, upon exporting a forecast, I can't get seem to get any combination of the exported data to line up with the what is showing as the forecast AHT in Optimizer. So, if I update my forecast for an AHT of 544, I can't be sure that Optimizer is using 544 AHT when calculating requirements, determining over/under staffing and projecting a SL.
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Kenn Lambing
OHIOHEALTH
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Original Message:
Sent: 04-22-2021 11:52
From: Brad Goff
Subject: Forecast AHT and Actual AHT
I don't see any where in the PureConnect Reporting Data Dictionary where it explicitly defines where it is stored; although I sure it's a stored procedure that uses multiple tables. I would recommend starting with the IWrkgrpQueueStats View
Here is how I filter the results from that view
FROM [dbo].[IWrkgrpQueueStats]
WHERE CONVERT(DATE,[dIntervalStartUTC]) between '2021-04-11' and '2021-04-17'
and chkey3 in ('Email Interaction', 'Call', 'Callback')
and chkey4 = '*'
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Brad Goff
Palo Alto Networks, Inc.
Original Message:
Sent: 04-21-2021 14:06
From: Kenn Lambing
Subject: Forecast AHT and Actual AHT
Hello all!
Does anyone know exactly where in the database the source data is for Intraday AHT actual and intraday AHT forecast? I noticed some deviations between Intraday and the canned reports for actual AHT. The variances so far today have been as much as 6%.
Also, i exported my forecast from Optimizer to Excel and I wasn't able to get that data to match up with the forecast AHT in Intraday. I'm REALLY confused by that one.
#SystemAdministration
#WEM/Optimizer
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Kenn Lambing
OHIOHEALTH
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