Intraday Report

This report is an advanced business intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

1. To access and run this report, go to Reporting > Prebuilt Reports.

2. Select the report you would like to run from the list.

3. Complete the report prompt. The available steps and options will vary for each report.

4. Click Run.

For most reports you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt to change the parameters of the report.

1. To change report parameters click Re-Prompt.

2. Edit the desired parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

3. When you are finished changing the report parameters, click Run.

Sarah defines the time zone in which she would like to view the data, sets the time period as last week, and runs the report.

This widget lists the performance of the seven metrics for the selected time period.

Each metric displays the actual value. The metric card also displays:

• Total variance from forecast. Depending on the variance, whether positive or negative, the value is displayed in blue or red.

• The previous week's performance for the metric.

• The maximum and the minimum value of each metric per day.

• SLA—Service level agreement. Displays the percentage of total interactions that agents handled within the defined service level agreement threshold. This metric also shows the total variance from the forecast. This variance value can be positive or negative.

• Volume—Displays the total volume of interactions at a specific time.

• AHT—Average handle time The average amount of time an agent spent handling an interaction. Displays the average amount of time, in seconds, that an agent spent handling a contact.

• Abandonment Rate—Displays the percentage of inbound contacts abandoned by the callers prematurely.

• ASA—Average speed of answer. Displays the average amount of time, in seconds, it took an agent to answer an interaction after the contact chose the option to speak to an agent.

• Over Scheduled—The number of agents that are over-scheduled to be open to handle interactions within that time interval.

• Under Scheduled—The number of agents that are under-scheduled to be open to handle interactions within that time interval.

By default, the Actual vs Forecast widget displays actual and forecasted data for all metrics. You can compare them and spot areas where you may need to update the schedule. You can also filter the data for the metrics you want to view by clicking the required tab as shown below:

Selecting a metric also filters data in the Aggregated Raw Data widget.

By default, this widget shows the aggregated data for all the metrics for each day in the week. Click the plus sign to expand the date and see the details about interactions at a specific time. Different columns are displayed for each metric.

Volume

The volume metric is the total volume of interactions at a specific time. The Volume widget has multiple columns that present data attributes and metrics.

Column	Description
Handled	Number of interactions that were handled every 15 minutes.
Actual	Number of interactions that were handled and abandoned every 15 minutes.
Abandoned	Number of interactions that were abandoned every 15 minutes.
Forecast	Original forecasted value for that time of the day.
Variance	Difference between the actual and forecast values.
Reforecast	New forecast for the rest of the day, based on incoming data from the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority. Shows data only when reforecast is enabled.
New Variance	Difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.
% Abandoned	Percentage of abandoned calls every 15 minutes.

ASA and AHT

AHT—The average amount of time an agent spent handling a contact.

ASA—The average amount of time it took an agent to answer an interaction after the contact chose the option to speak to an agent.

The ASA and AHT widget has multiple columns that present data attributes and metrics.

Column	Description
Actual	Current value for the metric as it comes in from the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority.
Forecast	Original forecasted value for that time of the day.
Variance	Difference between the actual and forecasted values.
Reforecast	New forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled.
New Variance	Difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.

SLA

The service level agreement. This is the percentage of total interactions that agents handled within the defined service level agreement threshold.

The SLA widget has multiple columns that present data attributes and metrics.

Column	Description
Actual	Current value for the metric as it comes in from the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority.
Forecast	Original forecasted value for the metric as it comes in from the forecasted staffing plan. The SLA value here is defined when forecasting, while the SLA value for the actual column comes from the ACD. This means that there might be different values for the same metric.
Variance	Difference between the actual and forecasted values.
Reforecast	New forecast for the rest of the day, based on incoming data from the ACD. Shows data only when reforecast is enabled.
New Variance	Difference between the reforecast and the actual trend coming from the ACD. Shows data only when reforecast is enabled.

Staffing

The Staffing widget has multiple columns that present data attributes and metrics.

Column	Description
Actual	Ffull-time equivalent (FTE) of agents that were considered open by the ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority within that time interval. The value is reported as the FTE, rather than individual open agents.
Required	Number of agents required to handle the interactions within that time interval. The number comes directly from the forecast or staffing plan used to generate the schedule.
Actual Variance	Difference between the actual number of open agents and the required number from the forecast.
Scheduled	Number of agents that are scheduled to be open to handle interactions within that time interval.
Scheduled Variance	Difference between the original number of agents scheduled to be open and the required number from the forecast.

The Variance by Skills widget displays the top five skills that have the highest variance and need improvement. You can also see all the skills and their variance percentage between the actual and forecasted value.

In this widget, the variance is always displayed by volume, AHT, and staffing.

View the Variance by Skills widget