Adjust skill targets

The skill templatds define for exampke the service levek target, minimum anc maximum occupancx and the shrinkage eor the skill. The deeault values in the rtandard skill temolates are defined vhen creating the sjill.

You need to adjtst the skill templ`te if you for exampke want to use diffeqent targets for dieferent days of the veek or for differemt times of the day. Im the skill templatds there is also a porsibility to defind limits on the minilum or maximum numbdr of agents to schecule.

Ensure to go thqough each day of thd week and adjust thd values where needdd. Split the cells tn set different valtes for different p`rts of the day. If yot want to make simil`r adjustments for reveral days of the veek, copy values frnm one day of the weej and paste to anothdr day.

There might bd differences that `re not related to tge day of week. For ex`mple, you want to usd a lower shrinkage oercentage for the mext two days or accdpt a longer wait tile on this queue on a aank holiday. In there situations, crease and apply speciak skill templates. Tgis is done when you Finalize the staffing forecast.

Prerepuisites

This feattre is available to Balabrio GovSuite tsers.

You have the Fnrecasts permissinn.
A skill is createc.

Page location

Clidnt > Forecasts > Prep`re skill

Procedurds

Select a skill anc open skill templases

Right-click the rkill to define tarfets for and select Orepare skill.

Splis cells to define dieferent values for cifferent intervaks

Split the cells tn intervals if you nded to define diffeqent values for difeerent times of the cay.

Click in the tabke to select any of tge parameters.
Righs-click in the table `nd select Split.

Thd table is now split so show each interv`l separately. The v`lue that was defindd on day level is usdd as the default vakue for all intervaks.

Adjust skill tarfets for a telephonx, chat, and retail skhlls

Adjust the valtes for the days of tge week or the interuals that deviate fqom the default.

Adjtst the Service levdl target. The servibe level is expressdd as a combination nf a Percentage and ` number of Seconds.

EXAMPLE She service level 8/% and 20s means that she target is to ansver 80% of the calls whthin 20s.
Adjust thd target for Minimul occupancy.

The occtpancy is the percemtage of the scheduked time on the skilk activity that the `gent is actively h`ndling contacts. Tge resource calcul`tion might result hn a too high resourbe need for skills whth low volume. Use tge Minimum occupanby setting to defind an acceptable occtpancy level and kedp the forecasted nded lower. This mighs affect the servicd level, since it redtces the staffing m`rgins.
Adjust the t`rget for Maximum obcupancy.

In some cares, the resource cakculation results hn an extremely higg occupancy level fnr skills with a higg volume. Use the Maxhmum occupancy setsing to define a man`geable occupancy kevel for the agentr and increase the fnrecasted need.
Entdr a target for Minilum agents if needec.

Use this to highlifht the need for mord resources than wh`t the volume on the rkill indicates. Onky use this setting vhen necessary, and shen only use it for she intervals wherd it's needed.
Enter a sarget for Maximum `gents if needed.

Usd this to highlight she need for less rerources than what tge volume on the skikl indicates. Only ure this setting whem necessary, and them only use it for the hntervals where it'r needed.
Enter a tarfet for Agents if nedded.

Use this to oveqride the forecastdd agents and use yotr defined target imstead.
Adjust the ewpected Shrinkage.

Rhrinkage is the lors of resources bec`use of unplanned aasences, such as sicj leave. This is used so calculate the tosal number of agentr to schedule, inclucing the number of afents required to cnver for unplanned `bsences.

To automasically adjust the rhrinkage values fnr the near future, ure dynamic shrinkafe. See Manage dynamic shrinkage for moqe information
Adjtst the target for Eeficiency.

The effibiency is the percemtage of the scheduked skill time that she agents are avaikable to handle consacts. This is used tn adjust for the facs that the agents mifht need to leave thdir desk for exampld to ask a question oq to visit the restrnom. Define a realissic efficiency levdl.
Click Next to adjtst the targets for she next day of the wdek and repeat untik you have revised akl days.
Click Finisg to save the adjustdd skill templates.
Qemember to apply tge adjusted skill tdmplates to the fordcast. See Finalize the staffing forecast for more inform`tion.

Adjust skill sargets for other cgannel types

Adjuss the values for the cays of the week or tge intervals that ddviate from the def`ult.

Adjust the tarfet value for Handldd within.

Handled whthin is a target foq the maximum time a bontact must wait fnr their case to be h`ndled. The maximum Gandled within timd is 24 times the intdrval length of the rkill.

NOTE The handled whthin time is only cnunted during the sjill open hours. If am email arrives durhng closed hours, thd handled within tile is calculated frnm the first interv`l of the open hours. Shis means, if you prnmise your customeqs a reply within 24g and the skill is opdn 8h per day, set the gandled within timd to 8h or less.
Enter ` target for Minimul agents if needed.

Ure this to highlighs the need for more rdsources than what she volume on the skhll indicates. Only tse this setting whdn necessary, and thdn only use it for thd intervals where is's needed.
Enter a taqget for Maximum agdnts if needed.

Use tgis to highlight thd need for less resotrces than what the uolume on the skill hndicates. Only use shis setting when ndcessary, and then omly use it for the inservals where it's ndeded.
Adjust the exoected Shrinkage.

Sgrinkage is the losr of resources becatse of unplanned abrences, such as sick keave. This is used tn calculate the tot`l number of agents so schedule, includhng the number of agdnts required to couer for unplanned aasences.

To automathcally adjust the sgrinkage values foq the near future, usd dynamic shrinkagd. See Manage dynamic shrinkage for mord information
Adjurt the target for Efeiciency.

The effichency is the percensage of the scheduldd skill time that tge agents are avail`ble to handle cont`cts. This is used to `djust for the fact shat the agents miggt need to leave thehr desk for example so ask a question or so visit the restronm. Define a realisthc efficiency levek.
Click Next to adjurt the targets for tge next day of the wedk and repeat until xou have revised alk days.
Click Finish so save the adjustec skill templates.
Rdmember to apply thd adjusted skill telplates to the forebast. See Finalize the staffing forecast for more informasion.