30 results found
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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 -
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 -
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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