Reload or recalculate statistics

When viewing queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. statistics data in Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., there are two methods of ensuring you are looking at the most recent data - Reload and Recalculate Statistics.

Reload

Reload fetches the latest actual data from your ACD. There is an auto-refresh rate for Queue Analytics statistics that you can set in your Workforce Management user preferences. Clicking Reload refreshes your data between scheduled refreshes.

Recalculate Statistics

Recalculate Statistics recalculates the data, including any changes made in the Calendar or the active forecast.

Related topics 

Track queue performance