Aspect eWFM Schedule Test question

[phenexx]

Hi all,

Our inbound groups have a SLA target of 80% which is fed into the forecast group. When i run a schedule scenario and test the report will provide a per interval and overall daily prediction.

For example: Between 0800-0830 the prediction is 98% SL and daily total is 89%...
My question is, knowing that the target is 80% in the forecast group DOES the schedule test calculate that SL percentage prediction against the 80% SLA OR is it based on 100% overall (suggesting it is overstaffing that period)

What i need to know is, should i be recalculating my schedule test results knowing that a prediction of 100% for a certain interval actually equals 80%?

Hope this is understandable, many thanks for the advice.

[cchamberla]

The SL that it returns is going to show whatever percent in the number of seconds you have configured for the FG. So for that interval that you're predicting 98% for, it's showing that you're hitting your goal with 18% to spare.