View trends in Queue Analytics

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:

Volume
Activity Handling Time (inbound only)
Staffing
Average Speed to Answer
Volume Handled
Full Time Equivalents
Service Level
Backlog
Abandons
Occupancy

Trend data is not available for outbound queues.

Procedure

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..
Select Trend in the View Options.