Understanding Forecast vs Actual Data in Zendesk
What is the difference between forecast and actual data in the report?
The forecast vs actual report in Zendesk highlights the differences between forecasted and actual data. Forecast data is based on historical data and current workstream parameters, while actual data reflects the real-time volume and conditions at the time.
For instance, if you change a workstream's tags, the actual data will show the inbound volume with the original tags, whereas the forecast will use the new tags. This can lead to discrepancies between the two. Understanding these differences is crucial for accurate analysis and planning.
More related questions
How can I access the forecast vs actual report in Zendesk?
Accessing the forecast vs actual report in Zendesk is simple! You can either hover over the agent activity folder icon in the navigation bar and click on 'Forecast vs Actual', or use the shortcut by pressing cmd (or ctrl) + K and entering 'forecast…
What data can I compare in the forecast vs actual report?
In the forecast vs actual report, you can compare forecasted data with actual data for Inbound Volume, Staffing, Average Handle Time, and Service Levels. This allows you to see how your predictions stack up against reality. The report is divided…
Can I filter and export data from the forecast vs actual report?
Yes, you can filter and export data from the forecast vs actual report! By default, the report shows comparison data for all workstreams by the hour, but you can filter it by workstreams using the sort icon in the upper-left corner. Once you've…
How does the short term forecast differ from the regular forecast?
The short term forecast in Zendesk provides a more immediate view by recalculating the volume based on the actuals of the last 24 hours. This offers a 'short term' updated perspective compared to the regular forecast. The regular forecast, on the…
What does the SvA Net metric indicate in the report?
The SvA Net metric in the forecast vs actual report shows the difference between the actual volume and the short term forecasted volume. It's a useful indicator for understanding how close your short term predictions are to reality. By analyzing…
How is staffing data represented in the forecast vs actual report?
Staffing data in the forecast vs actual report is represented through several key metrics: Required, Scheduled, and Actual. 'Required' indicates the number of Full-Time Equivalents (FTEs) needed to meet the forecasted volume, based on set staffing…
What information does the Service Level section provide?
The Service Level section in the forecast vs actual report provides insights into how well your service levels are meeting the set SLA policies. It includes metrics like Actual Service Level, Met, and Missed tickets. 'Actual' shows the service…
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