Edit distributions and forecasts
Distributions and forecasts can be edited in a number of ways, as described below.
Dragging data points in the graph
You can drag the data points on the lines in the forecast and distribution graphs to increase or decrease the value that those data points represent.
NOTE You cannot drag lines in a graph that is displayed horizontally.
There is some data that cannot be edited by dragging data points.
- In a forecast, you cannot edit any actual data (such as the Contacts Actual) or the number of agents scheduled (Agents Scheduled).
- In a distribution, you cannot edit the contact ratio data (Contact Ratio), but you can edit the other values in the distribution.
Editing data in the table
You can edit fields in the table. Changes you make are reflected immediately in the graph.
- Double-click a table cell to edit it. Tab out of the cell or press Enter for the new value to “stick.”
- Press Tab to move cell to cell to the right.
- Press Shift+Tab to move cell to cell to the left.
- Press Enter to move down one cell at a time.
- Press Shift+Enter to move up one cell at a time.
Populating an empty table
If there is no forecast or distribution data available on a particular day, you can use the import function or manually populate the forecast or distribution table for that day using the Initialize button. This button appears at the upper right of the page only when there is no forecast or distribution data for the selected service queue and date.
NOTE The Initialize button appears on the Forecast page only at the Day zoom level. It is never displayed for strategic forecasts.
When you click the button the table is filled with zeros in every interval of the day you are viewing. You can then copy and paste data into the table or enter it in manually.
Editing totals on the distribution page
The following table lists the fields on the Distribution page whose summary value you can edit, and how that edit affects the data in the table.
| Field | Effect on Data |
|---|---|
| Average Talk Time |
The new summary value is applied as is throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Average Work Time |
The new summary value is applied as is throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
Editing totals on the forecast page
The following table lists the fields on the Forecast page whose summary value you can edit, and how that edit affects the data in the table. When a summary value is edited, forecast values are redistributed to each interval. This in turn triggers a recalculation of the actual summary value, which might not be identical to the value you entered.
| Field | Effect on Data |
|---|---|
| Agents Forecast |
The new summary value is spread out proportionally throughout the time period based on the pre-edit values. If the pre-edit values are all zero, then the new value is spread out evenly across all intervals in the period. This edit does not cause any other metrics to be recalculated. This edit is allowed only at the Interval zoom level. |
| Agents Forecast Shrinkage Applied | The values in this column change if the shrinkage percentage is changed. |
| Average Talk Time Forecast |
The new summary value is applied as is throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Average Work Time Forecast |
The new summary value is applied as is throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Contacts Forecast |
The new summary value is spread out proportionally throughout the time period based on the pre-edit values. If the pre-edit values are all zero, then the new value is spread out evenly across all intervals in the period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Service Level % Forecast |
The new summary value is applied to all intervals throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Service Level Time Forecast |
The new summary value is applied as is throughout the time period. This edit causes the Agents Forecast value to be recalculated at each interval. |
| Total Shrinkage % | The new summary value is applied to all intervals throughout the time period. If all values in the intervals are the same, changing the summary value results in the same value appearing in each interval. |
NOTE The numbers you see after making edits at the Week and Month zoom levels but before saving might (and likely will) change slightly after the changes are saved and propagated to the underlying interval data.
Editing totals in a strategic forecast
You can edit any strategic forecast column at the Year zoom level except for Agents Forecast, which is computed from the values in other columns.
NOTE The Contacts Forecast Summary value represents the total number of contacts for the year. If that value is changed to a value that averages out to fewer than 0.5 calls per day, it is rounded down to zero. Therefore, it is possible to see a zero for the monthly Contacts Forecast value.
Copying and pasting data in the table
You can copy and paste data in the table using standard Windows shortcut keys.
- Click and drag with your mouse to select specific rows and columns in the table or a spreadsheet, or press Ctrl+A to select the entire table or spreadsheet.
- Use Ctrl+C to copy the selected cells to the clipboard in tab separated value (TSV) or comma separated value (CSV) format. This action copies both editable and read-only columns if you are copying data from within the table.
- Use Ctrl+V to paste the contents of the clipboard into table cells. You can paste into a specifically chosen group of cells, or just select the cell that becomes the upper-left corner of your pasted data. The data is pasted into the selected cells, unless the selected column is read-only. You cannot paste copied data into read-only columns. If the copied data is too big to fit into the selected paste area, paste expands the selection to the size of the data on the clipboard. For example, if you select a 2 × 2 area but the data on the clipboard is 3 × 3, then it will paste 3 × 3. The pasted data is highlighted in the table.
Applying an adjustment factor to a column
You can apply an adjustment factor to edit every value in a distribution or forecast table column by the same percentage. For example, to increase the values in a column by 20 percent, you apply an adjustment factor of 1.2.
To apply the adjustment factor, double-click the column header and enter the desired value in the resulting dialog box. The dialog box is available only for columns you can edit this way.
You can adjust the following columns in a forecast:
- Contacts Forecast
- Average Talk Time
- Average Work Time Forecast
- Total Shrinkage %
- Agents Forecast Shrinkage Applied
- Agents Forecast
- Service Level % Forecast
- Service Level Time Forecast
You can adjust the following columns in a distribution:
- Average Talk Time
- Average Work Time