The Events Repository allows you to create and manage events centrally within the Workforce Management (WFM) system. It helps you account for abnormal fluctuations in interaction volumes or average handling time caused by events not covered by typical seasonal, intra-week, or intra-day trends. Examples include festivals, sales promotions, and product launches.

To Create Events

1. Select Events within the Settings tab.

   

2. On the Events window, click Create Event in the top right corner.

   

3. On the Create Event window, add the following details:

   1. Name: Enter the event name.

   2. Description: Provide a brief description of the event.

   3. Event Dates: Specify the start and end dates for the event.

   4. Parameter(s): Select parameters such as Abandonment Rate, Inbound Volume, and Average Handling Time.

   5. Workload(s): Add desired workloads.

      

4. Click Save at the bottom to create the event.