What-If Window
Use the What-If window to immediately analyze how changes in some statistics would affect other factors.
To open the What-If window:
- Select an activity in the Performance Intra-Day module.
- Select a timestep in the data grid.
- Click the What if button on the Actions toolbar.
Once the window is open, you can change certain values shown in the window to perform what-if calculations.
Statistics presented in the What-If window are as follows (these statistics are present in all views, and are fully described in the Performance overview):
- Interaction Volume
- AHT
- Abandoned Interactions
- Service Level
- Deferred Service Level
- Actual Queue
- ASA
- Coverage
- Required Staffing
- Variance
- Headcount
| Interaction volume | Initial value is the forecasted interaction volume taken from Master Forecast. Enter a value greater than zero. |
| AHT (Average Handle Time) | Initial value is the forecasted AHT taken from Master Forecast. Enter a value greater than zero. |
| Abandoned Interactions (percentage) | Initial value is the scheduled abandoned calls percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, the abandoned calls percentage is not included in the what-if calculation. |
| Service level (percentage) | Initial value is the scheduled service level percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, service level is not included in the what-if calculation. |
| ASA (Average Speed of Answer) | Initial value is the scheduled average speed of answer. Enter a value greater than zero. If you do not enter a value, ASA is not included in the what-if calculation. |
| Coverage (formerly Scheduled Staffing) | Initial value is the scheduled coverage. Enter a value greater than zero. |
| Service time (sec) | Taken from Master Forecast. Configured in Staffing Build Wizard. |
| Average time to abandon (sec) | Taken from Master Forecast. Configured in Staffing Build Wizard. |
| Indirectly Occupied Time (%) | Taken from Master Forecast. Configured in Staffing Build Wizard. |
| Maximum Occupancy (%) | Taken from Master Forecast. Configured in Staffing Build Wizard. |
The window also shows the following parameters from your forecast, if a forecast has been built (otherwise, these indicators are empty):
- Service time
- Average time to abandon
- Indirectly occupied time
- Maximum occupancy
To calculate what-if scenarios, you must have the following:
- Published forecast values for interaction volume and AHT (which initialize the window's first two fields), abandonment, service level, ASA, indirectly occupied time, and maximum occupancy.
- A published schedule that allows staffing suitability calculations. (This initializes the window's Coverage field.)
Calculating What-If Scenarios
You can calculate what-if scenarios for the group of service-level statistics (Abandoned calls, Service level, and Average speed of answer), or for the coverage level.
Calculating Abandoned Calls, Service Level, and Average Speed of Answer
- Enter values into the Interaction volume and AHT text boxes.
- Enter values into the Coverage text box.
- For successful calculations, enter values in all of these text boxes.
- Click the Calculate button next to the Service level text box.
The window shows the expected impact of your changes on the Abandoned calls, Service level, and ASA. If a box is empty, there is no data for the appropriate statistic for that timestep.
Calculating Coverage Scenarios
- Enter values into the Interaction volume and/or AHT text boxes.
- Enter values into the Abandoned calls, Service level, and/or ASA text boxes. For successful calculations, enter a value in at least one of these text boxes.
- Click the Calculate button next to the Coverage text box.
The window shows the expected impact of your changes on the Coverage.
Closing the What-If Window
When you have completed your calculations, click Close.