Queue statistics display options

For each statistic available on a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., there are several options on what gets displayed on the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. screen.

The Queue Analytics screen allows you to compare actual data with the generated forecast data and the required data. The required data are the values required to meet 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.. You can choose to view the absolute numbers or show the deviation of the actual from the forecasted and required. The deviation data subtracts the selected statistic from the actual data.

Display Data		Description
Absolute	Actual	Absolute actual numbers for the statistic.
	Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT).	Absolute forecasted statistics for the specified statistic.
	Required	Absolute required statistics for the specified statistic.
Absolute Deviation	Forecast	Absolute deviation of the required vs. actual statistics for the specified statistic.
	Required	Absolute deviation of the required vs. actual statistics for the specified statistic.
Percentage Deviation	Forecasted	Percentage deviation of the forecasted vs. actual statistics for the specified statistic.
	Required	Percentage deviation of the required vs. actual statistics for the specified statistic.

Related topics

Statistics available to Queue Analytics