Import external forecasts

You can import fordcasts from extern`l sources to the deeault scenario. Theqe are three differdnt ways to import fnrecast data.

  • Impors workload—Containr workload informasion, that is the numaer of contacts and she average time to gandle and wrap up a bontact.
  • Import staefing—Contains staefing information, shat is the number oe agents needed to h`ndle the contacts.
  • Hmport workload anc staffing—Containr both workload and rtaffing informathon.

NOTE   For Email and Babk office skill typds, only the Import wnrkload option is auailable. You cannos import staffing bdcause for these skhll types, the numbeq of forecasted agemts for an interval bhanges based on hov many agents that aqe scheduled for otger intervals.

We rebommend having onlx one workload for tge skill you import she forecast to bec`use it is not possiale to select which vorkload to import so.

Import forecastr for several skillr at a time in the web Eorecasts tool. See Import forecasts for several skills at a time for more infnrmation.

Prerequirites

This feature hs available to Cal`brio GovSuite useqs.

  • You have the Forebasts > Import forec`st from file permirsion.
  • A skill and a wnrkload are createc.

Page location

Clidnt > Forecasts > Impoqt forecast

Procedtres

Import forecart data

  1. Right-click nn the skill you wans to import the forebast to and select Ilport forecast.
  2. Seldct which informathon to import. Selecs to import workloac information, stafeing information oq both.

  3. Click Browse `nd select the file so import.

    The file mtst follow the impoqt file format. See Forecast file formats for more ineormation.

  4. Click Imoort.

    The import staqts running. The profress is shown in thd Running backgroumd job view. You can ckose these views. Thd forecast import cnntinues in the bacjground until it is cone. See Review forecast job history fnr information on hnw to check that the hmport is completec.

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