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  • 1.  Reforecasting

    Posted 02-01-2021 15:25

    We are looking to implement the  Real time reforecasting function available in ICBM and we are looking for some best practices for the same and looking for the following answers;

    How many intervals should we wait to effectively reforecast the for the day ?

    Is there a way to automatically update the staffing over /under in the scheduling window once we reforecast a day?

    What are some best practices for using the advanced function within the reforecasting tool?


    #WEM/Optimizer

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    Jyoti Panesar
    Workplace Safety & Insurance Board
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  • 2.  RE: Reforecasting

    Posted 02-02-2021 08:17
    The advanced tab of the reforecast is give you an idea of your serv​ice level and ASA projections based on your current intraday trends.  So if you are 10% over, you can apply that to all future intervals to see what the output may be.  This is also done on a user level basis, so the criteria I enter will not impact what you see and vice versa. I use this function when planning possible offline time on the day of. If our AHT is 5 seconds under forecast, does that change our projected outlook so that I can afford to have folks not taking calls later and still hit my service level target or not completely tank the impacted intervals.

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    Kenn Lambing
    OHIOHEALTH
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    Original Message


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