New Forecast Template Dialog

Use the New Forecast Template dialog box to create a new template, but first watch the video.

To create a template:

1. Click New in the Forecast Templates List view toolbar

   The New Forecast Template dialog box opens.

2. Enter a Name for the template.
3. In the Associated drop-down list, select the site for which you are building this template.
4. Click the Type drop-down list to select the template type.

   See a list of template types below.

5. Select a template from the Based On drop-down list If you want to use settings from a previously configured template.
6. Enter a number for the Initial Value.
7. If you are creating an overlap template, enter the Start and End dates.
8. Select the Activities that you want to be associated with this template.

   Selecting activities enables you to control which templates are used when forecasting for specific activities.

9. Click OK.

   The forecast template is now available in the Forecast Templates List view.

What Does the Intial Value Represent?

The initial value you enter in step 6 of the procedure is a minimum value that applies to all timesteps. After you have created the template, edit it to adjust the precise values for each timestep. WFM Web interprets the initial value differently, depending on the type of template. For example, if you are creating an Interaction Volume template, the initial value might be 8 (calls per timestep). See Template Properties: Data for details.

Forecast Template Types

• Interaction Volume—Number of interactions per timestep. When you save historical IV or AHT for a multi-site activity as a template, only multi-site activity data are saved, never the sum of underlying activities.
• Average Handle Time—In seconds. See note above.
• Service Level Percentage—As a percentage. See Special Note at end of this topic.
• Overheads—As a percentage. See Special Note.
• Indirectly Occupied Time—As a percentage. See Special Note.
• Maximum Occupancy—As a percentage.
• Interaction Volume Overlap—Number of interactions per timestep.
• Average Handle Time Overlap—In seconds.
• Staffing—Number of agents (full-time equivalents) to be scheduled for each timestep. This can be either calculated by WFM (Calculated Staffing) or set by the user (Required Staffing), or you can use both Calculated and Required values in a forecast. See Special Note.
• Average Speed of Answer—In seconds. See Special Note.

Special Note

You can create these templates at the business unit level and apply them when building a multi-site activity staffing forecast.