Add a forecast modification
In a 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
- Click Admin.
- Under Workforce Management, click Forecasts.
- In the upper right corner, click the Business Unit list and select the desired business unit.
- Click the forecast you want to modify.
- At the bottom of the forecast, click Expand and then click Add modification.
- Under Metric Type, select one of the following:
- Offered
- Average Handle Time
- Set the projected or forecasted value per interval by a certain percent:
- In the Modification list, select Change percent per interval per route group.
- Set the percentage to modify the selected metric using the Change Percent arrows.
- Set the projected value by a specific number:
- In the Modification list, select Change value over range per route group.
- Set the value to modify the selected metric in the Change Value box.
- Set the projected or forecasted value per interval by a specific number:
- In the Modification list, select Change value per interval per route group.
- Set the value to modify the selected metric use the Change Value arrows.
- Set a maximum value for the projected range per interval:
- In the Modification list, select Maximum per interval per route group.
- Set the value by which to modify the selected metric using the Maximum arrows.
- Set a minimum value for the projected range per interval:
- In the Modification list, select Minimum per interval per route group.
- Set the value by which to modify the selected metric using the Minimum arrows.
- Change the total value of all selected data:
- In the Modification list, select Set value over range per route group.
- Set the value by which to modify the selected metric in the New Value box.
- Override the projected value per interval to a predefined value:
- In the Modification list, select Set value per interval per route group.
- Set the value by which to modify the selected metric using the New Value arrows.
- Click Save.