Adjust the forecast manually on web

Add your knowledge of the future to the generated forecast. Adjust the forecasted values by overriding them or creating a campaign.

EXAMPLE   
  • You know that a TV ad campaign is planned to run a certain week. A 20% increase in the number of calls is expected based on that. Create a campaign to increase the forecast by 20% that week.
  • The launch of a new product is planned for March 1st, and you expect the number of calls to increase. Override the forecasted number of calls for that day.

It is not possible to add a campaign and override a value for the same day. If you try to create a campaign for a day with an override value, the campaign is not applied. If you apply an override to a day with a campaign, the override removes the campaign for that day.

NOTE   Only telephony skills can be manually adjusted using the web Forecasts tool. Use the Forecasts module in the client for all other types of skills. See Finalize the staffing forecast.

Prerequisites

  • You have the Web > Forecasts permission.
  • A forecast is generated for an inbound telephony skill.

Page location

WFM > Forecasts

Procedures

Override forecasted values

  1. Click Open forecast on the skill.
  2. Select the day to override and click Create override.
  3. Enter the override value for the number of Calls, the Talk time or the ACW.
  4. Click Apply. The chart is adjusted to show the override value instead if the originally forecasted value. A small purple circle indicates that an override is added for this day.
  5. Click Save.

Remove override values

  1. Click Open forecast on the skill.
  2. Select the day with the override value to remove and click Clear override.
  3. Click Save.

Adjust the forecast with a campaign

  1. Click Open forecast on the skill.
  2. Select the days to create a campaign for and click Create campaign.
  3. Enter the campaign percentage to adjust the number of calls.
  4. Click Apply. The chart is adjusted to show the new total value, including the campaign. A small orange circle indicates that a campaign is added for this day.
  5. Click Save.

Remove campaign

  1. Click Open forecast on the skill.
  2. Select the days with the campaign to remove and click Clear campaign.
  3. Click Save.

Export the forecast to file

  1. Click Open forecast on the skill.
  2. Click Export to file.
  3. Select the period to export.
  4. Click Export. The forecast is exported to an XLSX file. The file has one tab for forecast values on day level and one tab with forecast values on interval level.

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