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258 Template Reference
persvc09_forecast_aht_offer_grid
Description
This template generates a grid report that compares data on actual and
forecasted calls offered and average handle times. For the schedule
import portion of this report (the forecasted values), you need the
optional G
EOTEL•Schedule Import feature.
Database Table
Service_Real_Time
Schedule_Import_Real_Time
Data
Calls offered last half hour. The number of incoming calls or internal
calls sent to the service during the current five-minute interval. The
actual number values are compared to the forecasted values.
Average handle time. The average handle time for calls to the service
during the current five-minute interval. Handle time includes time
agents spend in the Talking In, Hold, Work Ready, and Work Not
Ready states. The actual values are compared to the forecasted
values.
Example