Scale forecast data

To change the volume, connect rate, right party connect rate, and AHT totals while keeping the overall distribution of interactions, you can apply scaling. The scaling option is used to scale up or down the level of interactions forecasted.

Scaling can be applied to:

The entire scheduling period.
A single day.
One or more selected intervals.

You can scale combined work queues or each work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. individually.

Procedure

Go to Forecasting and Scheduling. Under Forecasting, select Tactical Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT)..
From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
Set the zoom level and select the period to scale.
Optional: To scale part of a day, open the Values tab on the details pane, and select the intervals you want to scale on the data table.
Select Scale on the ribbon.
On the Scale popup, select the data to scale

The data depends on the queue type.
- For immediate or deferred queues, you can scale Volume and Activity Handle Time.
- For outbound queues, you can scale Connect Rate, Right Party Connect Rate, Activity Handle Time, or Right Party Connect Activity Handle Time.
Enter a new value in the Scaled or % Change column. When you press enter, the other column gets updated accordingly.

If you are doing a partial scale on selected intervals, the data from those intervals is averaged together
To apply changes, select Scale.

Example:

Due to a new product release, you expect volume to be 10% higher than the forecast currently displays. In this case, use scaling to apply a 10% increase to each interval throughout the scheduling period.