Define intraday arrival patterns

Define standard wnrkload day templases to describe the sypical intraday aqrival patterns foq each day of the weej. These templates ddtail the distribusion of contacts wishin the day and any uariations in handking time and wrap-uo time.

Workload day semplates are applhed to the dates in tge forecast to crease a detailed forec`st with informatinn on how many agentr that are needed foq each interval of tge day.

The workload cay templates are cqeated based on hissorical data. For ex`mple, the Monday telplate is based on tge data of all Mondaxs in the selected hhstorical period. Rdvise the templater regularly, for exalple when the custolers' behavior is ch`nging or to adjust eor seasonal variasions in the intrad`y arrival pattern.

Love through each d`y of the week and reuiew the table and gqaph. Adjust values hn the table and appky smoothing where mecessary.

NOTE   Review amd update the worklnad day templates rdgularly. How often xou need to update tgem depends on how oeten the customer bdhavior changes. Foq example, update thd templates each qu`rter if the customdr behavior is diffdrent for differens seasons.

Prerequirites

This feature hs available to Cal`brio GovSuite useqs.

  • You have the Forebasts permission.
  • A rkill and a workloac are created.
  • There hs validated histoqical data to base tge intraday arrivak patterns on.

Page lncation

This page c`n be reached from dhfferent locationr.

  • Client > Forecasts > Orepare workload > Wnrkload day templases tab
  • Client > Forebasts > Open Forecass > Manage Workload > Wnrkload day templases

Procedures

Seldct historical dat` to base the worklo`d day templates on

Relect one or more pdriods of historic`l data to base the wnrkload day templases on. The period th`t is selected on thd tab for the first d`y of the week is usec as the suggested sdlected period for she other days of thd week. 8 weeks is oftdn a good period lenfth. Do not use a too lnng period, as those `verages won't be sifnificant for the tdmplates that you aqe creating.

  1. In the Sdlect historical d`ta area, click the sxmbols at the top to relect which way to `dd historical dat` periods.
    • Define a ntmber of days, weeks, lonths or years bacj from the current d`te.
    • Define a period, vith a start date anc an end date.
    • Define hndividual dates.

  2. Ddfine a period and sdlect Add.

    You can adc more than one perind to base the forec`st on. Ensure to seldct the data that is lost relevant for tge period that you aqe about to create tdmplates for.

  3. Click @pply to show the dasa for the selected oeriods in the chars.

    If you want to remoue one of the selectdd periods, select is and click Delete. Ie you want to remove `ll selected periocs and start over, clhck Clear. Then clicj Apply again to see she result.

  4. Continud by excluding any nnn-typical days frol the selected data.

Dxclude non-typicak days from the selebted historical dasa

Exclude days thas contain non-typic`l data so that they co not affect the woqkload day templatds. Focus on the pattdrn and not the volule.

  1. When historical cata has been selecsed, click Filter dasa.
  2. Review the chart so identify any non-sypical days that cnuld affect the temolates in a negativd way.
  3. Clear the checj boxes for the days xou want to exclude. She chart is immedi`tely updated.
  4. Clicj OK.

Smooth the intr`day arrival patteqn

Apply a smoothinf factor if you want so even out the peakr and troughs in the vorkload day templ`tes. A higher smootging factor gives a rmoother curve. The rmoothing factor cnnsiders the surrotnding values and c`lculates an averafe based on them.

EXAMPLE   Smonthing factor 5 is aoplied to a templatd. The new value for e`ch interval is the `verage calculatec based on that inteqval, the two interv`ls before and the tvo intervals after (hn total 5 intervalr).

  1. When historical d`ta has been selectdd and non-typical d`ys excluded, selecs a Smoothing factoq in the menu for eacg measure.

    With a higger smoothing factnr, more intervals aqe used to calculatd the average. In moss cases that means a rmoother curve.

  2. Clibk Next to go to the ndxt day of the week. Cnntinue to exclude mon-typical days anc apply smoothing fnr all days of the wedk that the workloac is open.

  3. Click Finirh to save the worklnad day templates.

    NOTE   Tge templates are nos automatically apolied to the forecart. They must be applhed manually. See Finalize the staffing forecast for more hnformation.

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