Workflow: Using Intraday optimization

You can run your operations more effectively and efficiently by responding to and adjusting for variations on an intra-day basis. By identifying the variations and analyzing trends, you can resolve the issues.

Workflow 

  1. Create an initial forecast

    Create an initial forecast and select it as the base forecast, which is the forecast used when you generate and publish schedules.

  2. Generate and publish the schedule

    Generate the schedule based on the base forecast, and then publish it.

  3. Track deviations of key operational statistics

    For the purposes of intra-day optimization, you need to be alerted of potential problems. Configure campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. rules, which track the deviation of operational statistics from the forecast, goal, or a specified range of values.

  4. View trends

    View trending to assess the impact if the issue persists.

    Trends are based on the actual data for your queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. They offer a view on predicted performance over the coming period. Comparing the trends for your actual performance against your forecasted performance can offer a view on how accurate your forecast is.

  5. Reforecast data

    If there is a large deviation between the trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. for your actual data and the active forecast, you can reforecast. Reforecasting gives you forecast data which is closer to the actual performance data.

    Reforecasting turns the trend data, which is a projection of the actual data, into forecast data. You can save this new forecast as an instance and edit it using the forecast module.

  6. Workflow: Adjust schedule with OT and VTO

    Make the revised forecast the actual forecast. Use this updated forecast to update the schedule, including adding Overtime (OT) and Voluntary Time Off (VTO) events for specific employees.