37 results found
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Move the special days library to Forecasting Configuration
At the moment when configuring special days for a workstream / forecast, I have to go to the same Calendars where I manage leave. This is confusing. It would be great to have business hours and special days moved to the Forecasting Configuration as it's a lot more relevant.
3 votes -
A Place to Note System Outages
I'd like a place where I can notate when system issues and outages occurred for forecasting purposes. I don't want this to be coded on an agent's schedule or for the agents to flip into this status in their actuals as this would remove them from phone availability. I currently can make notes in edit forecast and in historical pattern summary, but I would want this even for small incremental system issues where it wouldn't result in having to normalise the day or edit a forecast. I would want this to be exportable, ideally at an interval leave so I…
2 votes -
Scenario Before/After Staffing Comparison
It would be amazing to be able to view a breakdown of how your forecast scenarios impact net staffing (a before/after type screen) on Manage Forecast
2 votes -
Edit Forecast/Historical Pattern Summary Combo Look
Looking for a way to show multiple forecasts potentially and how they compared to the actual volume. Only able to view one forecast at a time to compare.
2 votes -
Manage Forecast - Scenarios Override Can Only Choose Percent for Volume
Manage Forecast and Scenarios. When you open an override, if you want to create one for volume, the only dropdown is to do it by percent.
Could we model after the AHT option, which includes percent, value, and increment.
2 votes -
Request for Intraday re-forecast with needs update.
Would be great to see the original forecast, 12 hr trending forecast and how many FTE we need based on actual volumes. Historical Trail of forecast form previous timeline to current would also be ideal
2 votes -
Override a daily forecast from (Edit Forecast Screen) by volume or (+/- percentage)
When editing the forecast on Edit Forecast, I can only make changes by altering the 'daily forecast volume' in terms of actually manually changing the number.
It would be nice to have other methods to update the daily forecast volume, such as by applying a set percentage increase / decrease for the date range or selected time intervals
2 votes -
Forecasts: Update chat / voice forecasts to exclude historical data outside of current operational hours
Some of our workstreams (particularly our region-based workstreams) have specific operating hours.
It would be great to be able to define the operating hours for Chat / Voice and have the option to choose how to handle the workstream volumes arrive outside of these business hours.
As it is Chat / Voice, those volumes may need to be excluded as there's nothing we can do to return the chat / call.
For other people who might route to a voicemail and return these calls, they might want to include them in the forecast.
Just the configurability would be great.
2 votes -
1 vote
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Fixed forecast when applied to a workplan with users in multiple timezones
will schedule one user per timezone when we require only 1 regardless of timezone
1 vote -
1 vote
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Forecast Accuracy Report for AHT and Shrinkage
I would like the ability to report on forecast accuracy for not only volume but as well as AHT and Shrinkage.
1 vote -
Historical Patterns Summary Normalising Error %
When reviewing the volume to normalise, the error % should always be compared to the forecast only. Currently, the error % floats to whatever the variance is. I have a screenshot listed in the example. However, if we are 10% above the forecast, it says 10% which is correct. Also though, if we are 10% below the forecast, we also say 10%. This should really say -10%, which you provide you with a truer variance compared to only the forecast, instead of just the general variance.
1 vote -
Queue/Views: Want to be able to get a view on how many NEW and OPEN tickets are in each workstream at a point in time
I want to see live numbers in the Real Time Perf Summary and Workstream Analysis View
1 vote -
Ability to export the forecast in different intervals
Clear review of over/understaffing forecasted / The ability to export Forecasted HC vs Required HC at different intervals instead of just 15 mins (i.e. 30 min, hourly, daily, etc)
0 votes -
Clone Scenarios on Manage Forecast page
We spend a ton of time creating overrides for different workstreams or sets of workstreams. Sometimes we'll be creating overrides different overrides for 12 months, each of which covers 16 workstreams that we have to create over different scenarios, which leads to hundreds of clicks and hours of time. So much time would be saved if we could duplicate scenarios and overrides and then just make the small edits to dates/percentages.
0 votes -
Add option to combine / not combine SLA on Forecast Configuration UI.
We need an option on the Forecast Configuration UI for users to choose if they want to COMBINE (default) SLA when calculating forecast workstream by workstream, or to not combine.
The reason we need this is because workstreams can have different SLAs so if you combine / don't combine it changes the staffing requirement noticeably.
0 votes
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