Add Actual Adherence and Actual Staffing to Forecast vs Actual Report
Please add columns for actual adherence and/or actual staffing to the Forecast vs Actual report. This would allow teams to compare forecasted requirements with what actually happened, making it much easier to diagnose performance gaps and improve future planning.
- Quickly see if low service levels were due to under-staffing or adherence issues.
- Provide clear, data-driven explanations to leadership and clients.
- Reduce manual work by aggregating this data from multiple reports.
Value:
- Enables true side-by-side analysis of forecasted vs actual performance
- Saves time and increases reporting accuracy
M
Monica Rangel
We have Required Staffing (Actual) as a metric on the Forecasted vs Actual report. This metric represents the number of people you need staffed during the time interval to meet your SLA goals, based on what actually happened (real volume + real productivity)
Y
Young Tuna
Monica Rangel correct, but what we're asking for is the actual staffing or "actual adherence" that's already available in the staffing heat map. Adding this to the Support volume dashboard will give us a clearer view of what drove the actual performance - Required Staffing (Actual) vs Actual Productive Staff (Actual adherence).
M
Monica Rangel
Hi Young Tuna ! You're correct - we do not have the "actual adherence" number available in the FvA report. I just wanted to call out that we do have one of the two metrics (Required Staffing (Actual)) being requested in the post's title/
We'll keep you posted on any additional updates on the other request!
M
Monica Rangel
Merged in a post:
Column for Adherence on the Forecasted v Actual report
Would be neat to pull in actual adherence, so you could glance across a row and see, "oh we missed SLA not because the forecast was off, or AHT was off, but because we had unplanned absences"
A
Appropriate Crocodile
I suggested something similar to this back in November! I would love this with the added ability to drill in and see the adherence at the analyst level in those intervals. That way we are able to quickly identify adherence challenges to coach more efficiently