Dialpad WFM's forecasting models analyze your historical ticket data to predict future contact volume. However, we understand that external factors can significantly impact your workload.
To accurately forecast during times of change, manually adjust forecasts for marketing campaigns, mass communications, product launches, or price changes. This ensures your staffing levels align with actual demand, and lets you maintain service levels and deliver exceptional customer experiences.
Let's go over how to adjust a forecast.
Who can use this
Dialpad WFM is available to all Dialpad users.
Contact your Customer Success Manager to discuss adding Dialpad WFM to your plan.
Create a forecast adjustment
Easily adjust your forecast right from Dialpad WFM.
Navigate to Forecasts > Concurrent Queue Staffing
Select Adjust volume
Select + New adjustment
Enter a name for the adjustment
Set the adjustment window:
Select the start date and time.
Select the end date and time.
Use the 15-minute time controls to fine-tune the start and end times.
Select the queues you want to adjust
Set the adjustment percentage:
Use All queues to apply the same percentage to all selected queues.
Select Queue Breakdown to adjust individual queue percentages when different queues need different changes.
Review the preview, then Select Apply Adjustment
Tip
The preview charts show the total volume for all your queues, not just the adjusted queues.
View an adjustment
The Adjust volume panel lists your forecast adjustments in one place.
Go to Forecasts
Select Adjust volume
Select the Upcoming or Past tab
Select an adjustment to view its queues, percentages, adjustment window, and Forecast return period, if configured.
Tip
Adjustments created from a system suggestion include an AI-generated label. The label remains after you edit the adjustment.
Note
You can use real-time actual volumes to identify when staffing needs have changed, and an adjustment may be needed.
Edit or delete an adjustment
Forecast adjustments can be edited or deleted at any time.
To edit or delete an adjustment:
Go to Forecasts
Select Concurrent Queue Staffing
Select Adjust volume
Select an adjustment from Upcoming or Past
- Select Edit to update the queues, percentages, time window, or Forecast return settings. Review the forecast preview, then select Apply.
- Select Delete to remove the adjustment and revert the staffing requirement over the remaining adjustment window.
Note
Adjustment deletions are permanent, and go into effect immediately.