Reports
Forecasting
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Insight CTX Supervisor Guide 04/03
•
The average wrapup time per incoming call.
•
The average amount of time each agent spent unavailable excluding wrapup time.
You then may specify a series of modifications to be performed on the above
parameters.
Forecasting Report
A forecasting report calculates the actual number of calls, average call time, average
wait time and number of available agents over a specified time period using specified
line and agent groups. It then provides an estimate of how one of these parameters
would vary depending on specific modifications made to the other three. The specified
modifications can be applied individually - resulting in a series of estimates, or they
can be applied collectively - resulting in a single estimate.
1.
From the Reporter toolbar, select Setup
> Report Templates
...or click on the Report Template icon.
2.
From the Report Templates
drop-down list, select Forecast
Reports. Click Change. The
Configure Report Template
screen displays (shown right).
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Summary of Contents for Strata CTX Insight CTX
Page 4: ......
Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...
