View trends
Trends are based on the actual data for your Queue and offer a view on predicted performance over the coming period. Comparing the trends for your actual performance against your forecasted performance, can offer a view on how accurate your forecast is.
Configure Trends allows you to configure various characteristics of the Trend. Trend data is only available on the following statistics:
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Volume
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Activity Handling Time (inbound only)
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Staffing
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Average Speed to Answer
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Volume Handled
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Full Time Equivalents
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Service Level
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Backlog
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Abandons
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Occupancy
Before you begin
Track deviations of key operational statistics
Procedure
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Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics..
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Select Trend in the View Options.
What to do next