Interval Service Queue

The count of full time equivalent (FTE) agents supporting the service queue during the interval. Agent time is included only when the agent is in service.

Agents actual = A ÷ 1800

Where:

A = In service time, in seconds, for agents scheduled to support the service queue during the interval

The number of forecasted agents required for the service queue during the interval.

Agents forecast = Sum of forecasted agents ÷ Number of intervals with at least one forecasted agent

The projected number of agents required for the service queue during the interval. This is a trend calculation based on the current trend of actual and forecasted agents.

Agents projected = sum of agents projected ÷ number of intervals with at least one projected agent

The number of agents scheduled for the service queue during the interval.

The number of agents expected after shrinkage is applied.

Agents Shrinkage = Agents Scheduled – (Agents Scheduled × Shrinkage Percent) ÷ 100

The actual after contact work time during the interval.

The forecasted average after contact work time during the interval.

The actual average talk time during the interval.

The number of ACD contacts that the service queue or agent completed during the interval. If a contact spans multiple intervals, it is counted only in the interval when the after contact work for the contact is completed.

The reforecasted number of calls routed to the service queue during the interval.

The actual number of calls routed to the service queue during the interval that are answered or end in the service queue. In most cases the call is counted in the interval during which it is routed to the service queue.

The forecasted number of calls routed to the service queue during the interval.

The percentage of calls handled by the agent out of the total number of calls offered to the agent.

Handled % = (A ÷ B) × 100

Where:

A = The number of ACD calls handled by the agent while logged in during the interval

B = The total number of ACD calls offered to the agent while logged in during the interval

The start time of the half-hour schedule interval.

The actual percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in and ready to handle contacts during the interval.

Occupancy % = A ÷ B

Where:

A = Total handle time for handled contacts

B = Total In Service time

The forecasted percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in and ready to handle contacts during the interval.

Occupancy % forecast = Sum(occupancy forecast) ÷ Sum(contacts offered forecast)

The gap between forecasted calls and actual offered calls, expressed as a percentage.

Precision % = (A ÷ B) × 100

Where:

A = Forecasted calls

B = Actual calls offered

The actual average amount of time that callers spend in queue waiting for their calls to be answered.

The forecasted average amount of time calls spend in queue waiting for their calls to be answered.

The scheduled number of seconds within which a call must be answered if it is to meet the service level objective.

The actual service level percentage, a speed-of-answer goal that is often expressed as a percentage for answering calls within a specified number of seconds.

Rollups of this value (for example, the value displayed in the coverage drawer, the summary row of the Forecast page, and in reports) is based on a weighted calculation using the interval service level % and contacts offered.

The forecasted percentage of calls answered within the service-level-threshold time, per interval.

The goal percentage of calls to be answered within the service level threshold time, per interval.

The anticipated percentage of calls answered within the service level threshold time, per interval. This is a real-time calculation made when the report is generated.