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  • 1.  IntraDay Monitoring Actual Offered lower than Answered

    Posted 03-26-2025 14:35

    Hello

    Please, can someone assist me with an explanation as to why there is a variance between the Offered metric on the Intraday Monitoring shows (92) and Queue Performance Summary (199)  for the same period. Reading through the documentation, seems like both report uses the same metric.

    **Offered - The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 


    #Monitoring/Adherence

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    Michelle Naidoo
    Business Analyst
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  • 2.  RE: IntraDay Monitoring Actual Offered lower than Answered

    Posted 03-26-2025 15:18

    Hi Michelle, 

    One of the big differences between the two is, Queue Performance view shows you the metrics by queue, which seems obvious enough, however Intraday Monitoring does not, it shows you metrics by Business Unit and Planning Groups. This can be confusing if you have used similar names for both. A planning group may contain a subset of calls of that queue, or completely different queue/skill combination. 

    So that is the first place I would look if there are big metric differences between the two. Confirm you are comparing apple with apples. 



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    Anton Vroon
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    Original Message


  • 3.  RE: IntraDay Monitoring Actual Offered lower than Answered

    Posted 03-31-2025 03:05

    Thank you, Anton & Wayde, 

    I have rechecked the Queue performance (Queue + Skills) combination and found the issue on how the Planning Group were created. 



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    Michelle Naidoo
    Business Analyst
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    Original Message


  • 4.  RE: IntraDay Monitoring Actual Offered lower than Answered

    Posted 03-27-2025 01:07

    Hi Michelle,

    We experienced the exact same issue, which resulted in a significant "restructure" of our Planning Groups

    If any Agent is NOT in a planning group, and takes a call on a specific queue, which is part of the planning group, the call will be recorded on the Queue but will not be recorded in the Planning group for Intraday.

    So Intraday will always be a lower number than the Queue number.

    For it to report in the Intraday, it has to be answered by an Agent who IS in the Planning Group.

    This can be a lot of fun with Multi skilled consultants, and if Supervisors have the ability to change Agents skills causing them to jump in and out of Planning Groups.



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    Wayde Masters
    Demand Forecasting & Resource Officer
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    Original Message


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