This feature is in Early Access and if you would like to try this feature out, please fill in the form available here. 

The Forecast vs Actual report shows you a comparison of the forecasted data vs the actual data for Inbound Volume, Staffing, Average Handle Time and Service Levels.

• Access Forecast vs Actual
• Sort and Filter Forecast vs Actual 
• Use Forecast vs Actual

Access Forecast vs Actual

To access Forecast vs Actual: 

1. Hover over Agent Activity icon on the top navigation bar. 
2. Then select Forecast vs Actual in the dropdown.

You can also use the shortcut CMD + K (Mac) or CTRL + K (Windows) and type Forecast vs Actual to access this feature. 

Sort and Filter Forecast vs Actual

By default, the forecast vs actual report will give you comparison data for all workstreams by the hour. You can filter the forecast vs actual report by workstreams by clicking on the sort button on the top left hand side of the page. Once you have selected the workstreams you want to see, you can then sort the data by the hour down to every 15 minutes. 

Use Forecast vs Actual

In the forecast vs actual report, you can navigate to the past and future dates as well. Future dates just will not have data for the Actuals, Average Handle Time and Service Level data. You can also export a CSV of this report. Do note that when exporting, it will only export the date selected and it will be exported directly to your computer. This report is broken down into 4 parts.

• Inbound Volume
• Staffing
• Average Handle Time
• Service Level

Inbound Volume

• Forecast - The forecast column calculates the volume based on the entirety of the available forecast data depending on how much available data you have in your account. This means it can be a minimum of 30 days or a maximum of 2 years. 
• Short Term Forecast - The short term forecast re-calculates the volume based on the actuals of the last 24 hours of data only to give a close up "short term" updated view of the forecast. 
• Actual - This shows the actual volume received. We count each time a ticket matches a workstream, meaning that the same ticket might be counted more than once if it changes workstreams. Example: 
  
  • Ticket #111 is assigned to workstream Tier 1 is counted as 1 inbound ticket for workstream Tier 1.
  • Ticket #111 conditions are changed and now matches workstream Tier 2 is counted as 1 inbound ticket for workstream Tier 2.
  • Ticket #111 is updated again and the condition matches workstream Tier 1, it is counted 1 again as inbound ticket for workstream Tier 1.
• SvA Net - This shows the difference from the actual volume and the short term forecasted volume.

Staffing

• Required - This is the required number of FTEs to meet the forecasted volume. This is generated based off the staffing parameters set.
• Scheduled - This shows how many FTEs are scheduled.
• Actual - This shows how many scheduled were actually in attendance.
• RvA Net - This shows the difference in the actual vs required FTEs.

Average Handle Time

• Forecasted - The forecasted AHT for the specified interval.
• Actual - The actual AHT that happened for that interval.

Service Level

• Actual - This is the actual Service Level for each interval.
• Met -This is the # of tickets that met SLA.
• Missed - This is the # of tickets that missed SLA.

Note: The Service Level data is taken directly from Zendesk and will depend on the SLA policies set in your Zendesk.