Apply a modeling factor

To balance the effect shrinkage has on a forecast, apply a modeling factor. While shrinkage is used to define the employees who are unable to handle interactions, modeling helps offset it. For example, supervisors or managers could step in to cover the work not being done by absent employees.

The modeling factor is applied to the entire scheduling period.

Procedure 

1. 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)..

2. From the filter pane on the left, select a Campaign, Scheduling period, and Queues.

3. Select Modeling Factor on the ribbon.

4. On the Modeling Factor popup, enter the values in the table.

5. Select Save.

Related topics 

Enter a shrinkage factor