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About the forecast vs actual report (EAP)



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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4 comments

 

Hello,

 

just want to ask why the scheduled column in the forecast vs actual report is showing zero even though we have agents scheduled.

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Hello GUJU,

Thank you for reaching out and bringing this to our attention. We apologize for the delayed response regarding your inquiry about the scheduled column in the Forecast vs. Actual report showing zeros, despite having agents scheduled.


We are currently investigating this issue, and it appears that the zeros in the Staffing Scheduled column are related to how we interpret the scheduling of combined workstreams. Alongside this investigation, we are also discussing the best way to represent the assessment of scheduled FTEs without duplicating the count of overlapping workstreams.


We appreciate your patience as we work through this matter, and we will keep you updated on our progress. If you have any further questions or concerns, please feel free to reach out.


Best regards, 
Samanta

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Hello, 

 

Can I submit a feature request for this EAP here? My team would also like to see forecast, actual (inbound volume), and solved volume on this page? Solved should be any ticket that was solved today, it doesn't have to be created and solved today. 

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Hi there, 

 

We just started the EAP and noticed a discrepancy in the report.  Looking at today's numbers, under the staffing for 9 am, it shows we have 6 actual when we only have 3. For noon, our actual shows 9 when we only have 6.  The hours in between also show the wrong actual count. 

We have 3 people starting at 9 a.m., 2 people clocking in at 12 noon, and 3 people clocking in at 4 p.m. Total of 9. 

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