Configure trends

You can configure the characteristics of the trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. data that is shown for the statistics displayed on the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. screen. The trend is a projection of short-term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. future performance based on the past actual data. For the past data, you can determine how far back to start the trend calculation from. If there are periods of non-typical operation, exclude up to two of these periods to avoid skewing the trend calculation.

Before you begin

You can only configure trends when you are viewing the current scheduling period.

Procedure

1. Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics.

2. From the filter pane on the left, select a Campaign, Scheduling period, and Queues.

3. On the Tools tab, select Configure Trends.

4. Set the date and time for the start of the trend calculation, using the Base from fields.

5. Specify when the trend calculation ends using End time. The default value is the end of the current day.

   If you choose Time from now, specify the end time in days, hours, and minutes.

6. Specify the Convergence which determines how the trend tracks against the forecasted data.

7. Expand the trend calculation to include non-working hours in by deselecting Trend calculation based on Working Hours only.

8. Exclude up to two time periods from the trend calculation using the Exclude section. Use the date and time pickers to set the excluded periods.

9. Select Apply to save the configuration.

Related topics 

View trends

Trend convergence effects