Compare forecasted with actual volume

Compare the forecasted volume and the average handling time with the corresponding actual values on the Incoming traffic tab in Intraday. This information helps you notice early if the actual traffic deviates a lot from the forecasted traffic. With this information you can act to increase or reduce the staffing levels accordingly.

The chart shows the data interval by interval. The total volume and the average handling time based on the data for all intervals up until the latest updated interval are shown in a table below the chart. The calculated difference between the forecasted and actual values are also shown as a percentage in the table.

NOTE   The intraday information only populates when there is a forecast generated for the date that you want to view. Both the forecasted volume and the actual volume are calculated based on the workload settings for calculated volume. See Calculate workload volume for more information on how these numbers are calculated. If the purpose is to validate the data in Provider WFM by comparing it to the raw data in for example the telephone or chat platform, use the Queue Statistics report.

Prerequisites

  • You have the Web > Intraday permission.

Page location

WFM > Intraday > Incoming traffic tab

Procedures

Select skills

Click in the field at the top of the page and select the skill or skill group to view data for.

If a skill group is selected, you can expand to show the included skills above the tabs. Click a skill to see data for only that skill. Click All to go back to viewing data for all skills in the skill group.

Compare forecasted volume with actual volume

The vertical line indicates the time when the view last was updated with new data.

Hover the cursor over the any interval in the chart to view the values that specific interval.

Hover the cursor over a measure in the legend to highlight it. It is also possible to click a measure in the legend to hide it. This makes it easier to focus on the measures that are important to you. Click the measure again to show it.

Select which day to view

Today's values are shown by default. Show data up to 7 days back or 1 day forward.

  • Click on a day in the day section in the top right corner. For example, -3 means three days back.

Export intraday data to an Excel file

Export the data presented in the Intraday charts to an Excel file for further custom reporting. The export shows the total values for each column. When exporting today's values, all columns which contains actual values only have values up until the latest interval. The same applies to forecasted volume and forecasted average handling time, to make it possible to compare the forecasted total to the corresponding actual total.

  1. Select the day to export data for.

  2. Select the skill or skill group to export data for.

    NOTE   The data for all the skills in the selected skill group is exported, even if you have clicked to show only one of those skills in the view.

  3. Click Export to Excel.

    The intraday data for the selected day is exported to an Excel file.

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