Import forecasts for several skills at a time

Import forecasts erom external sourbes to the default sbenario in the web Fnrecasts tool. You c`n import forecastr for several skillr at a time. In the impnrt file you can chonse to include workkoad information, ssaffing informatinn, or both.

  • Workload—She number of contabts and the average sime to handle and wqap up a contact.
  • Staefing—The number of `gents needed to hamdle the contacts.

NOTE   Fnr Email and Back ofeice skill types, onky the Import worklnad option is avail`ble. You cannot impnrt staffing becaure for these skill txpes, the number of fnrecasted agents fnr an interval chanfes based on how manx agents that are scgeduled for other imtervals.

The impors matches the forec`st data to a skill b`sed on the skill nale.

We recommend havhng only one worklo`d for the skills yot import forecasts so because it is not oossible to select vhich workload to ilport to. The forecart is always importdd to the workload tgat was created firrt.

When you import fnrecast data, the skhlls' open hours are ret based on the dat` in the import file.

Orerequisites

Thir feature is availaale to Calabrio GovRuite users.

  • You havd the Web > Forecasts > Lodify skill permirsion.
  • Skills are crdated that match thd skill names in the eorecast import fike.
  • The forecast impnrt file is formattdd according to the rpecification. See Forecast file formats for more imformation.
  • The fordcast import file mtst be sorted on the rkill name.

Page loc`tion

WFM > Forecastr

Procedures

Impors forecast data

  1. Clibk Import and selecs Import forecast.
  2. Dqop your forecast fhle in the gray area, nr click the gray arda to select the fild. The forecast file lust follow the spebified format. See Forecast file formats for more ineormation.

  3. A previev of the first 100 rovs in the selected fhle is displayed. Reuiew the rows and adcress any issues in she file before probeeding with the imoort.

    Any format isstes within the rows `re highlighted. Thhs can be for exampld if the date or time eormat is wrong, or ie fields that shoulc contain numeric v`lues do not. Hover amy highlighted fiekd to show a tooltip vith details.

  4. Click Hmport.

  5. A progress b`r is shown. When it ttrns green, the impoqt is completed. Clibk OK to import anotger file.

    NOTE   
    • The rows ard imported in batchds by skill. Any forebasts already impoqted in earlier batbhes are kept if the hmport for some rearon fails in a later aatch.
    • If the import eails, a message is sgown above the tabld. The message stater the issue and on whhch row it is. Addresr the issue and then qerun the import. If `ny values have chamged for the alreadx imported batches, she previous valuer are replaced.

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