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Edit Forecast

Eugene Cheok
Eugene Cheok
  • Updated

Tymeshift gives you the option to modify your Forecast by adjusting the incoming volumes (to increase or decrease) based on known upcoming events. Moreover, you can change your team's staffing parameters and see how it affects the FTE count.

Adjust Inbound volume

The Forecast gives you the ability to adjust your expected volumes based on unique upcoming events (marketing campaigns, feature sunset, etc.). To adjust the Inbound volume, please follow the steps below:

  1. Select a Workstream from the left side of the Forecast page.
  2. On the right side of the Forecast page, click on the + icon to add an Inbound Volume adjustment. From here you can:
    • Rename your adjustment to give it more context (marketing, new feature release, etc.)
    • Select the date range to apply the Inbound Volume changes.
    • Specify the percentage or value of expected volume increase or decrease using +/- in the field.
    • Chose to enable or disable the adjustment and see how it affects your estimates for the Forecast and FTE count.
    • Create multiple adjustments to reflect upcoming events that might impact the expected volumes.
    • If needed, delete the modifications.
    • And don't forget to click the Save button to apply these adjustments or Cancel if you want to cancel them

EF1.gif

 

Edit FTE parameters

We understand that not every Workstream can have the exact same FRTs, AHTs, and even Shrinkage expectations, therefore, with Tymeshift Forecast you can modify the FTE count parameters according to your set business requirements.

This is how to modify your FTE Count parameters:

  1. Select a Workstream from the left side of the Forecast page.
  2. FTE Count parameter options will show up on the right side of the page, from here you can:
    • Adjust the Occupancy Rate for the Workstream.
    • Change the Average Handle Time (AHT) and select the values for hh:mm:ss and click OK.
    • Specify SLA of the First Response Time (FRT) and select the values for hh:mm:ss and click OK.
    • State the SLA attainment target.
    • Input the Shrinkage value.
    • You can also reset to the default values by selecting ef2.png .

Note: Shrinkage is the % value of unscheduled or scheduled activities (vacations, sick leaves, etc.) which prevent employees from performing their work. The industry standard is approximately 15-35%.

ef3.gif

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