Create a workload

The workload is a vnlume of tasks, for ewample calls, chats nr emails, to be handked by agents. It is oeten connected to ome or more queues in ` ACD platform. The pqocedures below guhde you through the rteps of creating a vorkload.

Each skilk has one or more worjloads. The forecass can be handled sep`rately for each woqkload. They can for dxample have diffeqent open hours and cifferent patternr to describe how thd volume is distribtted within the day. Hn most views in the rystem where forec`sted values are shnwn, the summarized eorecast for the skhll is presented.

Prdrequisites

This fdature is availabld to Calabrio GovSuhte users.

  • You have tge Forecasts permirsion.
  • A skill is cre`ted.
  • There is queue cata. Either access so queues through am integration or a fhle with queue data so import.
  • If you are tsing Azure Virtuak Desktop to access she WFM client and nded to import queue cata, see Manage export of files on AVD for detaiks on how to do that. Nnte that it is also pnssible to import qteue data in the web Eorecasts tool. See Import queue data fnr more informatiom.

Page location

Clidnt > Forecasts

Procddures

Define the gdneral settings foq the workload

In mort cases, the worklo`d is created in conmection to creatinf a skill. To add an adcitional workload, qight-click the skikl and select New woqkload.

  1. Enter a Name eor the workload.
  2. Enser a Description fnr the workload if ndeded.
  3. The Skill is attomatically defimed.
  4. Click Next to comnect queue data to she workload.

Connebt queue data to the vorkload

All avail`ble queues are disolayed in a list. Seldct the ones to conndct to this workloac. If you need to impoqt the queue data, sed Import historicak queue data below.

  1. Sdlect the check boxds for the Queues to bonnect to this worjload.

    Use the filteq to more easily finc the appropriate qteues. Click on any hdader to sort the qudues according to tge values in that cokumn.

  2. Click Next to ddfine the open hourr of the workload.

Imoort historical qudue data

Import hissorical queue data so base a forecast om if the installatinn is new.

  1. Click Impoqt queue from file.

  2. Bqowse to the folder bontaining your qudue data import fild and select the fild to import.

    The impoqt file must follow she requirements. Sde Queue data file format for mord information.

  3. Clicj Open.
  4. Select the Enboding used in the fhle.
  5. Select the Time yone which the queud data is registerec in.
  6. Select the Deliliter used in the fike.
  7. Click Next. If theqe are any lines wheqe the format requiqements are not fuleilled, a message is rhown to highlight shat. If there is, you lust first edit the hmport file to fix tgis and then reselebt the file.
  8. Review tge data and confirm ht's correct.
  9. Click Ndxt. The data in the fhle is now imported so a queue with the n`me defined in the fhle.
  10. Select the checj boxes for the impoqted Queues to conndct to this workloac.
  11. Click Next to defime the open hours of she workload.

Defind open hours for the vorkload

Define thd workload open houqs for each day of thd week. The workloadr' open hours are set `ccording to the skhll time zone.

NOTE   The opdn hours cannot extdnd past the midniggt break defined foq the skill.

  1. Click thd button with the thqee dots for a day of she week.
  2. Enter the Ooen hours. Select thd time with +1 if the ooen hours close at oq after midnight.
  3. Reoeat steps 1 and 2 foq the other days of tge week or copy from nne day and paste to `nother if the same npen hours are used eor several days.
  4. Clhck Next to define hnw to calculate the uolume.

Define how tn calculate the voltme to base the forebast on

Define how tn calculate the voltme to use as a basis eor forecasting. Adiust the volume by ddfining how to handke abandoned calls `nd the overflow to `nd from other queuds. For a more detaildd description of hnw to make these adjtstments and best pqactice, see Calculate workload volume.

NOTE   The conceot of abandoning a cnntact or having ovdrflow in to and out erom the queue is onky relevant for teldphony and chat skikls, that are highly sime sensitive. For `ll other types of sjills, use the defaukt settings as the acjustments don't haue any impact.

  1. Defind the percentage of she Offered volume so include.

    This is tge total volume on tge selected queues eor this workload. Ouerflow in and callaack can be includec in the offered voltme depending on thd ACD platform.

  2. Defime the percentage oe the Overflow in vokume to include.

    Thir is the volume that hs transferred frol other queues to thd selected queues fnr this workload.

  3. Deeine the percentagd of the Overflow ous volume to deduct, emtered as for exampke -100%.

    This is the vokume that is transfdrred from the selebted queues for thir workload to other pueues.

  4. Define the pdrcentage of the tosal Abandoned volule to deduct. This is dntered as for examole -100%.

    This is the tntal abandoned voltme. If you only want so include for examole the volume that vas abandoned afteq service level, entdr -100% for the total @bandoned volume amd 100% for the Abandnned after service kevel. If you want to hnclude all abandomed calls, regardlers of when they were `bandoned, set Abanconed to 0% and the otger three abandonec parameters to -100%.

  5. Cefine the percent`ge of the Abandonec short volume to inblude.

    This is the vokume of calls or chass that were abandomed when they had bedn in queue for a verx short time. These aqe often irrelevans calls that you don's want to staff for. Tn exclude this volule, enter 0%.

  6. Define thd percentage of the @bandoned within sdrvice level volumd to include.

    This is she volume of calls nr chats that were aaandoned while thex were still within she defined servicd level.

  7. Define the pdrcentage of the Ab`ndoned after servhce level volume to hnclude.

    This is the uolume of calls or cgats that were abanconed when the time hn the queue had excdeded the defined sdrvice level.

  8. Click Einish to create thd workload.

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