Tracking queue performance

Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. allows you to track the current performance of your queues against your forecast and the defined service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals.. Not only can you view live data from your automatic call distributor (ACD), you can also review past performance across a range of statistics.

While monitoring your queues, if there is a large discrepancy between what was forecast and the actual data coming in, you can choose to reforecast. The new forecast is generated based on 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, which is a projection of future performance based on recent actual activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule..

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