Hi Leanne
WFM should be able to record the historical data correctly automatically and therefore forecast correctly. You will need to check the Time Zones are configured correctly for each site.
If they are not configured, this should resolve the issue, if they are configured correctly we would recommend raising a ticket to Genesys Customer Care to investigate this issue further.
Overlap Templates will either distribute or adjust the volumes based on the type of template created, but to use them you do have to make sure the Target Dates include the historical date range of the template when building the forecast.
For system issues/unexpected events, it is recommended to create them as an overlay, so that you can use them in the future if a similar event is known of, but to mark it as "Disregard Historical Data" so as not to include anomalies in future forecasts.
Thanks
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Samuel Jillard
Senior WFO consultant
Genesys - Employees
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Original Message:
Sent: 06-14-2018 00:01
From: Leanne Simon
Subject: How to handle change in opening hours and/or days when forecasting?
Our opening hours are based on local time, but we forecast national volumes using Melbourne time. This creates issues when changing to/from daylight savings.
- What is the best approach when modelling a scenario that produces correct intervals either side of a DST change, and but also keeps a smooth pattern of overall volume?
- Only using non/DST data for non/DST hours can create a disconnect with overall volumes where one week is significantly higher than the other.
- How do overlap templates affect modelling when selecting historical data ranges?
For system issues/unexpected events - Should they be added as overlays or should the historical data itself be modified. Our master data is stored outside the WFM environment.
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Leanne Simon
Original Message:
Sent: 06-13-2018 09:53
From: Samuel Jillard
Subject: How to handle change in opening hours and/or days when forecasting?
Hi Leanne
So there are a few options available for you and really is down to what will fit your business best.
We recommend you create new activities to hold your historical data. Once created, export the old historical data and re-import into the new activity (this will keep it safe and unaffected for future reference).
Initially, building a forecast scenario based on historical data and manually adjusting it based on your assumptions is a good option. Once you have started collecting actual data, you can then create templates and/or overlays for the additional opening hours, or updating the distribution patterns for the shorter hours.
The other options are:
- Delete the existing historical data and create 6 weeks of "new" historical data based on the new opening hours, incorporating the assumptions you have made on the updated opening hours. You can then build your forecast using the expert average engine and update as you gain historical data.
- Create Interaction Volume and AHT templates with your expected volumes and daily patterns and apply these when building the forecast until you have sufficient actuals and you can then build with the expert average engine using this new data.
As the extra hours are only going to be during peak periods, don't forget to mark them as events that are ignored when forecasting for your normal hours and make sure you update contracts and shifts to allow for the new opening hours.
If you have any more questions or want more detail, don't hesitate to ask
thanks
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Samuel Jillard
Senior WFO consultant
Genesys - Employees
Original Message:
Sent: 06-13-2018 03:20
From: Leanne Simon
Subject: How to handle change in opening hours and/or days when forecasting?
We are looking at moving some queues from 8 to 6pm to 9 to 5pm with other queues having extended service windows (extra 2 hours + open during weekends) during our peak quarterly periods.
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Leanne Simon
Original Message:
Sent: 06-12-2018 05:23
From: Samuel Jillard
Subject: How to handle change in opening hours and/or days when forecasting?
Hi Leanne,
We can help you with this one.
First of all, how are the hours changing? The answer to this question really depends on the magnitude of the change.
Thanks
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Samuel Jillard
Senior WFO consultant
Genesys - Employees
Original Message:
Sent: 06-12-2018 03:14
From: Leanne Simon
Subject: How to handle change in opening hours and/or days when forecasting?
Hi All,
Hoping someone can help me with this problem.
Some of our immediate activities will have a change in service hours in the future. With all our historical data in the old opening hours "format", can anyone recommend how we can re-distribute the volumes to fall in the new service hours.
- Overlap templates?
- new overlay and create events for all the days that are impacted for the period we are forecast? (that's a lot of events)
- clean the historical data outside WFM and re-upload?
- build the forecast manually?
Thanks in advance.
Regards,
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Leanne Simon
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