Adjust the forecast manually on the web

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

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   Forecasts for Inbound telephony, Email, Chat, and Backoffice skills can currently be automatically manually adjusted using the web Forecasts tool. Use the Forecasts module in the client to adjust forecasts for other channel types.

Prerequisites

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

Page location

WFM > Forecasts

Procedures

Override forecasted values

1. Click Open forecast on the skill.
2. Select the day to override.
3. Click Actions and select Override.
4. Enter the override value for the number of Calls, the Talk time or the ACW.
5. Click Apply. The chart is adjusted to show the override value as the Total.
   • The Original value is shown as a dotted line. If it's not shown, click the original value in the legend to show it.
   • A small purple circle indicates that an override is added for this day.
   • Hover the day to see all details.
6. Click Save.

Remove override values

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

Adjust the forecast with a campaign

1. Click Open forecast on the skill.
2. Select the days to create a campaign for.
3. Click Actions and select Campaign.
4. Enter a campaign percentage to adjust the number of tasks, the task time, or the after task work.
5. Click Apply. The chart is adjusted to show the value including the campaign as the Total.
   • The Original value, excluding the campaign, is shown as a dotted line. If it's not shown, click the original value in the legend to show it.
   • A small orange circle indicates that a campaign is added for this day.
   • Hover the day to see all details.
6. Click Save.

Remove campaign

1. Click Open forecast on the skill.
2. Select the days with the campaign to remove.
3. Click Actions and select Clear campaign.
4. 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.

Related topics

• Generate forecast (web Forecasts tool)
• Manage campaigns for several skills
• Manage special events for several skills
• Close days for several skills at once
• Apply suggested forecast
• Manage dynamic shrinkage