How to make changes to an existing working forecast.
Navigate to Forecast > Working forecasts.
Click on the name of the forecast you wish to edit.
This will open the working forecast worksheet.
To revise the forecasted contact volume, click Revise forecast data in the left-side navigation pane, in the Working Forecast Contact Volume section.
In Step 1: Basic properties, select the level of the Enterprise Model to edit. You can make revisions at the site level, the folder level, or even at the activity level.
Change description is required. To have an accurate revision audit trail, this description should be as detailed as possible.
In the next area, enter the date range to apply the revision.
In the revision summary area, select which method to use for revising data.
- Time Interval allows revision of every interval of a given date range.
- Daily Totals gives the total volume for each date in the range selected.
- Weekly Totals is for editing an entire week’s data at one time
- Monthly Totals is for editing an entire month’s data at one time.
After entering all settings, click Next.
Step 2: Revise intervals: In the revision window, the current forecasted data for Contacts and AHT is listed for the activity and date range selected.
The chart at the top defaults to contact volume. You can change it to view average handle time.
Revisions can be made to the Contacts and AHT individually, or at the same time.
To make a revision to this data, click the Edit icon on the right side.
In the Contacts Adjustment Method field, enter the percent change to apply.
To apply the change, click the Save icon.
To make a negative adjustment, follow the same procedures, only place a minus sign or dash in front of the percentage to be applied.
Alternatively, you can revise the forecasted contacts value directly instead of by percentage.
To do this, click the Edit icon.
In the Contacts Adjustment Method dropdown menu, select Value Adjustment.
Enter the desired value into the Contacts Adjustment field.
To apply the change, click the Save icon.
When this method is used, the resulting value might be higher or lower than what you entered due to rounding. For example, if the revised forecasted contact value for one interval resulted in 2.67 calls, it would round up to 3 calls. If the result was 2.29 calls, it would round down to 2 calls. This is multiplied by the number of intervals and number of activities.
When finished with the revisions, scroll to the bottom and click Finish.
The Revision History Report tracks all of the revisions completed in a working forecast.
To access this report, click View this forecast Revision History in the Revision history tile or click Revision history in the navigation pane.
This report lists all revisions in chronological order, with the most recent revision at the bottom.
Each line identifies the user who completed the revision.
Individual revisions can be deleted, which will revert the forecast back to the previously recorded state.
To delete a revision, click the Delete button on the line you wish to remove.
Click OK to confirm the deletion.