Intraday is very much meant to be intra-day as opposed to intra-month (showing weeks). The idea to have a view at the week-level can be requested via the Genesys Product Ideas Lab site.
Today the only option would be to export CSV per day and coalesce into one document or utilize our public API to spin over days and coalesce into one document.
For guiding future forecasts I would make sure you have Show Actuals enabled for past forecasts so you can see how well a past forecast did along with forecast error and accuracy for offered and AHT (screenshot attached). One item to check is that if you use modifications, toggle them all off for a past forecast to see effect. Many times modifications hurt forecast accuracy - especially if there are modifications on top of modifications.
Besides forecast inaccuracy for offered volume and AHT, the biggest driving factors for missed SLAs is unrealistic expectations (you simply do not have enough staff), shift inflexibility, and agent adherence/shrinkage.
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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 02-26-2019 16:39
From: Glen Tylee
Subject: Extract Intraday Monitoring data on a weekly basis
Right, yes I've seen that but we are more wanting SLA based on forecast over the coming week.
At the moment, it looks like that info is only available through the intra-day monitoring, day by day, as a csv download
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Glen Tylee
Fonterra
Original Message:
Sent: 02-26-2019 16:31
From: George Ganahl
Subject: Extract Intraday Monitoring data on a weekly basis
I don't think we are talking about the same thing.
There are Short-Term Forecasts under Workforce Management specifically for projecting your staffing needs over a week based on historical data.
See Short-Term Forecasts under https://help.mypurecloud.com/articles/about-workforce-management/
You can export the week's forecast data as a .csv file.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-26-2019 15:59
From: Glen Tylee
Subject: Extract Intraday Monitoring data on a weekly basis
Hi, Yes we do use the Forecasting, however we would like to see a whole week in one download.
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Glen Tylee
Fonterra
Original Message:
Sent: 02-26-2019 09:41
From: George Ganahl
Subject: Extract Intraday Monitoring data on a weekly basis
Just wondering...why don't you set up and use the built-in Forecasting under Workforce Management?
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-25-2019 19:50
From: Glen Tylee
Subject: Extract Intraday Monitoring data on a weekly basis
I haven't put this through on the ideas lab as it's more of an enhancement rather than a new idea.
At the moment, it appears that we can only extract intraday monitoring on a daily basis rather than a weekly bases.
There is no Report that we can pull on this.
This would help us plan our forecast for the coming week, day by day and per interval in one download rather than 5 separate downloads.
#Reporting/Analytics
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Glen Tylee
Fonterra
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