If you notice missing call volume data for a day (or two, or three) there are two possible sources of the error:
- A setting in WFM or
- A disconnect with the data source.
WFM
Check the WFM data source settings by navigating to Settings > Data sources and open your data collection source.
Click Show the setup options dialog in the Setup options tile then click Basic Properties.
In the bottom section of the pop-up:
- Check the settings for Historical collection is active? It should be Yes.
- Check the settings for Real-time collection is active (if available)? It should be Yes.
These two settings ensure that CommunityWFM is open to collecting offered data.
Data source provider
Check with your data source provider to ensure data is being pushed to CommunityWFM.
Extra Credit
Yes, my data was missing for a whole day. Now what? My forecast will be wrong!
If you are not able to recover data for a day, you can create a “special day” and tell CommunityWFM to ignore that day when creating your forecast.
Navigate to Settings > Data sources and select your data source.
Select Show the setup options dialog in the Setup options tile.
Select Collection Points.
For the activity, select Add/remove special days.
At the bottom of the pop-up window, select New special day.
Select the date for the special day, provide a description, and indicate whether the day should apply to all collection points or only this collection point.
Click Save.
