Forecasting terms

Conducting a forecast involves accurately estimating Time to Handle, Wrap Up Time, and Contacts Offered values. The following terms are used in forecasting resource requirements:
  • Service Level percent

    Service Level Percent = Service Level Count ÷ ACD offered

    For calls and chats, the Service Level Percent is the number of interactions that are handled, abandoned, and interflowed before a defined threshold time (Service Level time), compared to the total number of Multimedia Contact Centers handled, abandoned, and interflowed. The Service Level Percent = (Handled + Abandoned (long) + Interflowed (long)) within the Service Level time ÷ Total (Handled + Abandoned (long) + Interflowed (long)).

    For email and SMS, the Service Level Percent is the number of interactions that are handled and interflowed before a defined threshold time (Service Level time), compared to the total number of interactions handled and interflowed. The Service Level Percent = (Handled + Interflowed (long)) within the Service Level time ÷ Total (Handled + Interflowed (long)).

  • Service Level time

    Service Level Time is the time used in calculating the Queue Service Objective. For example, your Queue Service Objective may require queue members to handle 80% of interactions within 120 seconds. 120 seconds is the Service Level Time. Queue Service Objectives, which includes Service Level Time, are specified for individual queues.

  • Wrap Up time

    Wrap Up Time is a real-time and reporting statistic detailing the total time an agent spends in the Work Timer state. The Wrap Up Time is a standardized period. If an agent requires additional time to complete paperwork or online transactions, the agent can leave the ACD queue temporarily for this purpose.

  • Agent Efficiency percent

    Agent Efficiency percent is the percentage of time agents spend on ACD interactions relative to the time agents are scheduled to work. Agent efficiency is calculated using a straight linear relationship. For example, 50% agent efficiency means that two more agents are required to handle the forecasted workload. An Agent efficiency percentage of 100 is unrealistic. Agents routinely take breaks, perform other Non ACD duties, make outgoing calls, and place themselves in Make Busy.

  • Contacts Offered

    You can predict the queue member requirement for your Service Level percent and Service Level time targets by applying the Erlang C equation to the estimated Call Load and average ACD Handling Time.

  • Manned Agents

    Manned Agents is the average number of agents who were logged on for the interval of time being forecasted.

  • Average Handle Time

    Average Handle Time is the average time queue members spend handling interactions, and is determined by comparing the interaction duration to the number of interactions offered.

    Note:
    • The Average Handle Time in the Forecasting tool is calculated differently than the Average Handling Time in CCMWeb reports, which is determined by comparing interaction duration to the number of interactions answered.
    • The Daily Average Handle Time in the Forecasting tool is calculated from the interval rows in the forecast and may differ from the Average Handling Time for that day in contained in a report.
  • Time to Handle

    Time to Handle is the average time calls wait in queue before being handled.

  • ACD Handling Time

    ACD Handling time is the talk time plus the hold time. If a queue member calls a supervisor in search of more information (while the caller is on hold) and/or transfers or conferences the call, the system adds these times to the ACD Handling Time value.

  • Call Load

    The term Call Load is to the combined effect of the number of interactions received by the ACD queue and their duration, or the calls offered x (average ACD Handling Time + average Wrap Up Time).

Parent topic: Forecasting
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