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  • 1.  Historical Forecast review

    Posted 07-17-2017 00:18
    No replies, thread closed.

    Business is asking for a review of performance after 6 pm, and on weekends.

    we have 3 contact centres and 20 queues.

    The view in the short term forecast shows graphs that have pretty much what I need, but I cant go back more than 8 weeks. Any ideas how I can easily get this information for the last full year?



  • 2.  RE: Historical Forecast review

    Posted 07-25-2017 19:21
    No replies, thread closed.

    'Review of performance' is this specific to checking forecast accuracy or just general queue performance? I am asking because we have the Queues Activity, under top-level Performance menu item, that has Activity and Performance tabs in addition to Queue Metric based reports. There is also Intraday Monitoring view under Workforce Management that allows you to look historically at similar information along with forecast volume and AHT, scheduled vs. actual agents, etc. back an arbitrarily length of time - just in one-week chunks.

     

    @Rebecca Gibson? 



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