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Forecasted calls-AHT vs. actual calls-AHT

Metric: Forecasted calls vs. actual calls

Acronym: +,- FCST

Definition: Expressed as a percentage of the difference between the amount of calls forecasted and the amount actually received. +, - % above or below forecast.

Application: Accurately forecasting the amount of volume is critically important for call centers. It is a key element for determining the appropriate amount of resources required.

Tips about using forecasted calls vs. actual calls as a call center metric:  Telephone distribution systems (ACDs) and workforce management (WFM) systems work in conjunction to provide comparisons of actual call and contact volumes received and staff required with what was forecasted and projected.
 High importance is placed on forecast accuracy as it directly drives the cost of labor and impacts the customer experience (proper forecast leads to proper staffing and good performance).
 This metric is usually monitored and measured at multiple levels – interval, day, week, month.

Metric: Forecasted AHT vs. actual AHT

Acronym: +,- FCST

Definition: Expressed as a +,- % above or below forecast – Also expressed as a number +,- above or below forecast.

Application: Accurately forecasting the length of calls and contacts is the second most critical component for determining the appropriate amount of resources required.

Tips about using forecasted calls vs. actual calls as a call center metric:  Anticipated handle time multiplied by the "amount of calls that need to be handled' determines the base work load requirement.
 ACD systems track and report ATT, ACW and total AHT