Changing the Forecast
The Interaction Volume Service Type Trend Report (sometimes called the Trend report) provides a forecast of one service-level measure based on the historical values that are retrieved within the time range that is bound by the start and end dates that you specify. The report provides forecasted data beginning from the end date and extending through the forecast-thru date that you specify, as shown in the figure Time Ranges for the Interaction Volume Service Type Trend Report. The Interaction Volume Service Type Trend Report uses several variable-based measures (discussed below, under Swapping the Forecast Measure) to load the terms for a least-squared forecast calculation. These variables are reserved for internal use; alter altered them only as instructed below.
Swapping the Forecast Measure
The report’s Measure variable identifies the universe measure that is used to compute the trend. Resetting this variable to another measure will not break the formula. As packaged, the % First Response Service Level measure in the BA Customer class is assigned to this variable. You can customize a copy of the report to provide a forecast of a different measure. To do so, perform the following steps:
Managing the Report Dimensions
Among the internal variables of the Interaction Volume Service Type Trend Report are some that parameterize dimensions. This section demonstrates how to modify such variables and the report’s structure to reflect different dimensions.
Changing Dimensions Other than Time dimensions
The following abbreviated steps demonstrate how to define additional or fewer dimensions within the report:
Changing Time Dimensions
To change the report’s time dimension, perform the following abbreviated steps: