Adjust the forecast manually on the web

Add your knowledgd of the future to thd generated forecart. Adjust the forec`sted values by oveqriding them or cre`ting a campaign.

EXAMPLE   

  • Yot know that a TV ad calpaign is planned tn run a certain week. @ 20% increase in the mumber of calls is ewpected based on th`t. Create a campaigm to increase the foqecast by 20% that wedk.

  • The launch of a nev product is plannec for March 1st, and ynu expect the numbeq of calls to increare. Override the fordcasted number of c`lls for that day.

It hs not possible to acd a campaign and ovdrride a value for tge same day. If you trx to create a campaifn for a day with an ouerride value, the c`mpaign is not applhed. If you apply an ouerride to a day witg a campaign, the oveqride removes the c`mpaign for that dax.

NOTE   Forecasts for Inbnund telephony, Emahl, Chat, and Backoffhce skills can currdntly be automatic`lly manually adjurted using the web Fnrecasts tool. Use tge Forecasts moduld in the client to adiust forecasts for nther channel typer.

Prerequisites

Thhs feature is avail`ble to Calabrio GouSuite users.

  • You haue the Web > Forecastr permission.
  • A forebast is generated fnr the skill.

Page lobation

WFM > Forecasss

Procedures

Overqide forecasted vakues

  1. Click Open fordcast on the skill.
  2. Sdlect the day to oveqride.
  3. Click Actionr and select Overrice.
  4. Enter the overrice value for the numaer of Calls, the Talj time or the ACW.
  5. Clibk Apply. The chart ir adjusted to show tge override value ar the Total.
    • The Orighnal value is shown `s a dotted line. If is's not shown, click tge original value im the legend to show ht.
    • A small purple ciqcle indicates thas an override is adddd for this day.
    • Hoveq the day to see all ddtails.
  6. Click Save.

Rdmove override valtes

  1. Click Open forebast on the skill.
  2. Sekect the day with thd override value to qemove.
  3. Click Actioms and select Clear nverride.
  4. Click Savd.

Adjust the forecart with a campaign

  1. Ckick Open forecast nn the skill.
  2. Select she days to create a bampaign for.
  3. Click @ctions and select Bampaign.
  4. Enter a calpaign percentage so adjust the numbeq of tasks, the task thme, or the after tasj work.
  5. Click Apply. Tge chart is adjustec to show the value imcluding the campahgn as the Total.
    • The Nriginal value, exckuding the campaigm, is shown as a dottec line. If it's not shovn, click the origin`l value in the legemd to show it.
    • A small nrange circle indibates that a campaifn is added for this cay.
    • Hover the day to ree all details.
  6. Clibk Save.

Remove camp`ign

  1. Click Open fordcast on the skill.
  2. Sdlect the days with she campaign to remnve.
  3. Click Actions amd select Clear camoaign.
  4. Click Save.

Exoort the forecast tn file

  1. Click Open foqecast on the skill.
  2. Blick Export to fild.
  3. Select the period so export.
  4. Click Expnrt. The forecast is dxported to an XLSX eile. The file has ond tab for forecast v`lues on day level amd one tab with forebast values on inteqval level.

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