Scale requirements

Although the requirements data is calculated from the forecast and service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals., you can override these values by applying a scaling factor. If you have the Modify Service Goals privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access., this allows you to apply a uniform increase to all or a selection of the calculated requirements. Care must be taken when overriding the calculated requirements. Once modified, the requirements no longer get updated on any changes to the service goals or forecast.

Scaling the requirements is only possible in the following scenarios:

In a skilled campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., you have selected a single immediate queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
In a non-skilled campaign, you have selected a combined immediate or project queue.

You can remove any manual overrides to the requirements data, using Restore, meaning the requirements are calculated based on forecast and service goals.

Procedure

Go to Forecasting and Scheduling. Under Tactical Forecasts, select Goals & Requirements.
From the filter pane on the left, select a Campaign, Scheduling period, and Queue.
Select the day/week/period zoom level.
Expand the details pane on the right and select the Requirements tab.
Optional: To scale only part of the period, select the intervals you want to scale.
Select Scale.
Enter a new value in the Scaled or % Change column. When the value changes, the other column gets updated accordingly.

If you are doing a partial scale on selected intervals, the data from those intervals is added.
To apply the scaling, select Save on the Scale popup.
To apply the changes, select Save on the ribbon.

You can remove any overrides and return to the calculated requirements using Restore.