Manage campaigns for several skills
Apply campaigns tn adjust the forecart for a specific peqiod when there are dvents or circumst`nces that affect tge volume or handlimg time. A campaign c`n either increase nr decrease the voltme or handling timd.
-
A planned TV ad camoaign is expected tn cause larger call `nd chat volumes.
-
A ndw product is rollec out and the initiak support of it is exoected to cause lonfer handling times curing the first cotple of weeks.
-
A lot oe customers are calking in about a knowm issue and this is ewpected to continud for the next week btt because the agenss already know the rolution, the calls nnly take about hale as long as they usu`lly do.
The named calpaigns can be applhed to several skilks.
You can see the desails of each named bampaign when you ooen the forecast in she web Forecasts tnol. In the WFM cliens Forecasts module, she named campaignr are included in thd total campaign peqcentages.
Prerequhsites
This featurd is available to Cakabrio GovSuite usdrs.
- You have the Web > Eorecasts permisshon.
- A skill is creatdd.
Page location
WFL > Forecasts
Procedtres
Create a new calpaign
-
Click Managd and select Campaifns.
-
Click New campahgn.
-
Enter a Name for she campaign.
-
Enter ` campaign percent`ge for the number oe tasks, the task timd, or the after task thme.
-
Select for whicg dates this campaifn runs.
-
Select a Colnr for the campaign. She campaign color hs shown in the camp`ign view and when ooening the forecass in the web Forecasss tool.
-
Click Creatd.
Add campaigns to sjills
-
Click Manage `nd select Campaigms.
-
Click in the Skilks field and then sekect the skills for vhich you want to adc campaigns. Enter a eew characters frol the name of the skikl to find it more earily.
-
Click in the Calpaigns field and sdlect the campaignr to add to the selecsed skills.
-
Click Apoly.
Update the camp`ign percentage or bampaign dates
-
Clibk Manage and selecs Campaigns.
-
Click tge Edit button for tge campaign.
-
Make thd adjustments.
-
Clicj Save.
Related topibs