Manage Master Forecast
Updated
The Master Forecast in Sprinklr WFM offers a comprehensive overview of published Forecast Scenarios and their associated Capacity Planning (also called Staffing). It includes Volumes and Staffing data based on published Forecasting Scenarios. Through the Master Forecast Record Manager, you can quickly access Forecast Scenarios, including details such as Date, Day, Interval, Volume, and various other parameters. This functionality provides an accurate depiction of your contact center’s staffing requirements.
Note: The steps and information provided in this article pertain to Sprinklr WFM Version 2 (v2), which is the latest version. For information on Sprinklr WFM Version 1 (v1), please refer to the Version 1 section.
Navigate to Master Forecast
Follow these steps to navigate the Master Forecast:
Go to the Workforce Manager Persona App on the Launchpad.
Select Forecast from the Left Pane to open the Forecast Scenarios homepage.
Select Master Forecast towards the top left of the homepage to open the Master Forecast Record Manager.
The Forecast Scenarios in the Master Forecast Record Manager can be filtered based on the associated Workload, Day of the Week, Volume, Shrinkage, Average Handling Time (AHT), and more. The data is displayed in multiple columns, which can be hidden or rearranged depending on your requirements or preferences. Below are the columns which are available in the Master Forecast Record Manager:
Column Name | Description |
Forecast Name | Shows the name of the Forecast Scenario. |
Workload | Shows the Workload associated with the Forecast Scenario. |
Date | Shows the date of the Forecast Scenario. |
Day | Shows the day of the week of the Forecast Scenario. |
Intervals | Shows the time interval for which the Forecast Scenario has been created. |
Volume | Shows the forecasted inbound volume for the specified interval. |
Required FTEs | Shows the required Full-Time Equivalents (FTEs) for the forecasted inbound volume. |
Average Handling Time | Shows the estimated Average Handling Time (AHT) for the interval. |
Abandonment Rate | Shows the estimated Abandonment Rate for the interval. |
Predicted Occupancy | Shows the predicted Occupancy for the interval. |
Predicted SL | Shows the predicted Service Level (SL) for the interval. |
Max Occupancy | Shows the predicted maximum Occupancy for the interval. |
Min Service Level Goal | - |
Min Service Level Time | - |
Shrinkage | Shows the predicted Shrinkage for the interval. |
Available Filters
The Master Forecast Record Manager can be customized to show Forecast Scenarios with a selected Workload. You can also select the date range for which the Forecast Scenarios should be displayed on the Record Manager. Below are the filters that can applied to sort the information:
Filter | Description |
Workload | Display Forecast Scenarios based on the associated Workload. |
Days of the Week | Display Forecast Scenarios that are created for the selected day(s) of the week. |
Start Time | Display Forecast Scenarios that start at the specified time. The options are in 24-hour format. |
End Time | Display Forecast Scenarios that end at the specified time. The options are in 24-hour format. |
Volume | Display Forecast Scenarios based on the entered number. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Average Handling Time | Display Forecast Scenarios based on the entered AHT. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Abandonment Rate | Display Forecast Scenarios based on the entered Abandonment Rate. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Min. Service Level Goal | Display Forecast Scenarios based on the minimum target SLA. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Min. Service Level Time | Display Forecast Scenarios based on the entered minimum target SLA. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Max Occupancy | Display Forecast Scenarios according to the entered maximum Occupancy. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Shrinkage | Display Forecast Scenarios according to the entered Shrinkage. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
Required FTEs | Display Forecast Scenarios according to the entered FTEs required. You can select the filter to be “Greater than”, “Greater than or Equal to”, “Less than”, “Less than or Equal to”, or “Equals” to the entered number. |
You can open the detailed view of each Forecast Scenario by clicking the View Forecast (Eye icon) button corresponding to the Forecast Scenario. This page shows the comprehensive view of the Forecast Scenario which includes the Aggregated Volume Forecast Trend, Workload-specific Volume Forecast Trend, and the actual Workload-specific Volume Forecast.
The detailed view page of the Forecast Scenario enables you to Publish or Unpublish the Forecast Scenario along with adding Adjustments to it.
Export Forecast Scenarios
Prerequisites for creating Forecast Scenarios:
Sprinklr WFM should be enabled for the environment.
You must have access to the Workforce Manager Persona App.
Follow these steps to export a Forecast Scenario from the Master Forecast Record Manager:
Navigate to Master Forecast Record Manager.
Click the View Forecast (Eye icon) button corresponding to the Forecast Scenario to open the detailed view of the Forecast Scenario.
Click the Export button at the top right of the page to open the Export Forecast dialog box.
Fill in the required fields on the Export Forecast dialog box. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this dialog box:
File Name: Enter a unique and descriptive name for the exported file. (Required)
Format: Excel is selected by default. (Required)
Date Range: Select the date range for exporting data. This range must fall within the Forecast Period. (Required)
Click the Submit button at the bottom right of the dialog box to submit the export request.
You will receive a system notification confirming your export request. A link to download a zip folder containing the Forecast Scenario data will be provided shortly after.