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  • 1.  Forecast after hours have changed?

    Posted 11-07-2021 21:30
    No replies, thread closed.
    Hi guys

    How have you approached a forecast/schedule build when the hours for a contact centre have changed?  ie were originally 9am-9pm but are now only 9am-5pm. 

    Forecasts include historical calls that came in between 5pm and 9pm but those calls will no longer be relevant going forward as the contact centre is now closed during those times.

    Doing a manual modification on each forecast seems a painful way of dealing with it, and I guess maybe another way is to just leave those forecast calls in the forecast but end up with them being non-staffed due to workplan etc constraints only scheduling to 5pm anyway?

    #Implementation
    #PlatformAdministration
    #Reporting/Analytics
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    Vaun McCarthy
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  • 2.  RE: Forecast after hours have changed?

    Posted 11-10-2021 13:28
    No replies, thread closed.
    By changing your hours that have already been forecasted,you will have to modify that forecast to show no calls between 5pm-9pm.
    You will then have to reschedule your current schedule for that forecast.

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    Jeff Ragsdale
    Outdoor Network LLC
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    Original Message


  • 3.  RE: Forecast after hours have changed?

    Posted 11-10-2021 13:44
    No replies, thread closed.
    HI Jeff, that's partly what I've considered.  However the tricky bit is that each new forecast will pick up expected calls during certain hours for a while.  It would be tiresome to have to manually go through every day's forecast each time one is created to clear calls out during those hours.  I haven't yet seen an option in the forecast modifications that could do that in bulk.


    ------------------------------
    Vaun McCarthy
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    Original Message


  • 4.  RE: Forecast after hours have changed?

    Posted 11-10-2021 15:12
    No replies, thread closed.
    Hi Vaun,
    Yes, it will be a bit of a task but worth the effort. I recommend to zero out calls when you are closing early from 5pm-9pm. 
    I would modify my forecast numbers from your start time to your new closing time at 5pm. 
    When you reschedule it will let you see how your staffing is for that modified forecast.

    If you have multiple queues, you can choose all of them at once. Change the time at the top in your calendar view from 5pm-9pm at zero out the calls. 
    You will have to do it for each day. This may save you some time.

    Regards,

    Jeff Ragsdale | Customer Service Supervisor
    Outdoor Network
    229-299-9559 

    Partzilla.com Boats.net Firedog.com
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    Original Message


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