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  • 1.  Actual Offered Count - Forecast vs Queue Performance

    Posted 01-04-2023 13:06
    No replies, thread closed.
    Hello, some of my queues are showing lower total calls offered when compared in the forecast module and the queue performance tab or our reporting platform (Avtex). Do you have any insight as to why the Forecast page would display less calls offered and/or how I could further research this? I see this discrepancy in total calls on all days but only for some queues and always the same queues. 

    Example: on Dec 27th the Forecast page shows 481 actual calls offered but the Queue Performance page shows 494 calls offered.

    GC>Workspace>Queue Performance: Dec 27th
    GC>Workforce Management>Forecasts: Dec 27th

    #Reporting/Analytics

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    Sasha Mujanovich
    VIAC Services Company
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  • 2.  RE: Actual Offered Count - Forecast vs Queue Performance

    Posted 01-08-2023 01:18
    No replies, thread closed.
    Hard to say without looking at the data.  Maybe some callbacks, transfers, or other factors that are not accounted for in the Planning Group.  Do you have a selection in the Planning Group for no skills or languages?

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    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Actual Offered Count - Forecast vs Queue Performance

    Posted 01-09-2023 10:53
    No replies, thread closed.
    Hi Robert, I assumed the total voice count under Interactions in GC (not including callbacks) would be the same as actual total in the forecasting page.
    The queue in the example above does have a skill assigned under its Planning Group but no languages. We have other queues that have no skills or languages assigned in Planning Groups as well.

    Thanks

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    Sasha Mujanovich
    VIAC Services Company
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    Original Message


  • 4.  RE: Actual Offered Count - Forecast vs Queue Performance
    Best Answer

    Posted 01-13-2023 08:59
    No replies, thread closed.
    Hello Sasha,

    This type of question is best investigated by support who can dig into the details.  Planning groups can be complex where you may not be looking at the same data set in the performance view, time zone adjustments can be a factor, or this could end being something that needs to be addressed.  Someone needs to go through your data to determine the cause of the discrepancy.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


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