37 results found
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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 -
Normalize AHT by Interval
Allows us to be able to smooth out a forecast by being able to adjust/normalize anomalies at the interval level by AHT. Big win for forecasting, as you would avoid forecasting spikes at certain intervals to data load, etc.
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 -
Have an option for import forecast to adjust existing forecast volume rather than override
Having the ability to keep normal forecast intact, when import manual forecast have it show as adjusted forecast, not override forecast volume. Currently it will override the forecast, not show as the adjusted.
3 votes -
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 -
Combine both SMA and seasonal forecasting into one
Can we only use seasonal forecasting when we believe the YOY pattern will be same (which I believe is something Greg said in his training) / Observation: it seems like the platform should be able to combine both SMA and seasonal forecasting into one
With Aspect it had the ability to control inside of the forecast how important are long term and short term trends. Being able to adjust how much of the forecast was impacted by close in trends.
Ideally the platform would understand the seasonal nature of the environment, but be able to use recent trends to increase…
7 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 -
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 -
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 -
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 -
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
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