Add a forecast modification


In a short-term forecast, add new or edit existing modifications. Configuring modifications allows you to change the data in the offered forecast or average handle time forecast for any set of planning groups for a specific timeframe. 

For detailed information about the available modifications, click to expand the section below.


The following table describes the forecast modifications available in workforce management:

Modification Description
Change percent per interval per route group

Increase or decrease the forecast value per interval by a certain percent.

Change value over range per route group

Increase or decrease the forecast value by a specific number.

Change value per interval per route group

Increase or decrease the forecast value per interval by a specific number.

Minimum value per interval per route group

Set a minimum value for the projected range per interval. These values apply per interval, per route group (a combination of workgroup, media type, and skill set).

Maximum value per interval per route group

Set a maximum value for the projected range per interval. These values apply per interval, per route group (a combination of workgroup, media type, and skill set).

Set value over range per route group

Change the total value of all selected data.

Set value per interval per route group

Overrides the projected value per interval to a pre-defined value.


Add a modification

 Note: When you add a new modification, it is enabled by default.
  1. Click Admin.
  2. Under Workforce Management, click Short-Term Forecasts.
  3. In the upper right corner, click the Business Unit list and select the desired business unit.
  4. Click the short-term forecast you want to modify.
  5. At the bottom of the forecast, click Expand and then click Add modification.
  6. Under Metric Type, select one of the following:
    • Offered
    • Average Handle Time
  7. Set the projected or forecasted value per interval by a certain percent:
    1. In the Modification list, select Change percent per interval per route group.
    2. Set the percentage to modify the selected metric using the Change Percent arrows.
  8. Set the projected value by a specific number:
    1. In the Modification list, select Change value over range per route group.
    2. Set the value to modify the selected metric in the Change Value box.
  9. Set the projected or forecasted value per interval by a specific number:
    1. In the Modification list, select Change value per interval per route group
    2. Set the value to modify the selected metric use the Change Value arrows.
  10. Set a maximum value for the projected range per interval:
    1. In the Modification list, select Maximum per interval per route group.
    2. Set the value by which to modify the selected metric using the Maximum arrows.
  11. Set a minimum value for the projected range per interval:
    1. In the Modification list, select Minimum per interval per route group.
    2. Set the value by which to modify the selected metric using the Minimum arrows.
  12. Change the total value of all selected data:
    1. In the Modification list, select Set value over range per route group.
    2. Set the value by which to modify the selected metric in the New Value box.
  13. Override the projected value per interval to a predefined value:
    1. In the Modification list, select Set value per interval per route group.
    2. Set the value by which to modify the selected metric using the New Value arrows.
  14. Click Save.