You are here:

AHT, Volume, Workload

This window allows you to generate a report for the purpose of comparing data between forecasted averages and actualities during a specific time frame. The filter region is where specific criteria is selected and applied to generate the AHT, Volume, and Workload report.

NOTE: For detailed information about the chart, see Chart Descriptions.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

ASA, Abandon

Access AHT, Volume, Workload

Select Metrics from the left-navigation menu.
Select Forecast Accuracy.
Select AHT, Volume, Workload.

Generate Charts and Report

Target Resource - Workgroup

Select the Workgroup and then the workgroup name from the Target Resources drop-down menus.
Select the calendar icon to select the applicable dates from the Period field.
Select a period to reference from the Reference Period drop-down menu.
Select the status to reference from the Status drop-down menu.
Select Apply.

NOTE: To clear all fields, click the Reset button.

Target Resource - Skill

Select the Skill and then the Skill Team name from the Target Resources drop-down menus.
Select the calendar icon to select the applicable dates from the Period field.
Select a period to reference from the Reference Period drop-down menu.
Select the status to reference from the Status drop-down menu.
Select Apply.

NOTE: To clear all fields, click the Reset button.

View Chart and Report

NOTE: Use the view options to review different levels of detail.

Select the Summary View radio button to review the AHT, Volume, and Workload target resource details.
Select the Detailed View radio button to review AHT, Volume, and Workload details by Supervisor/Agent.

Chart Descriptions

The following descriptions are provided for additional information.

Chart	Description
Forecast	Indicates the goal associated to AHT, Volume, and Workload
Actual	Shows the actual value of AHT, Volume, and Workload
Status	Displays a colored icon or cell, based on actual vs. goal of AHT, Volume, and Workload

Export Charts and Reports

Select the CSV, Excel, PDF, Print, or Email link from the charting region.