The schedule re-simulation is an automated feature that enhances the visibility of projected service levels. It works using current schedules, service targets, and requirements listed in the active forecast. This feature runs daily at midnight, recalculating schedules for the upcoming 14 days. The simulation can be used for schedule generation and acts as a validator for each schedule change to ensure alignment with the required service levels.
Standalone Simulator - Mandatory Requirements
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14 Days of Published Schedules: All Scheduling Units (SUs) under the tenant must have published schedules for a minimum of 14 days. Each SU should have at least one employee with a valid published schedule. This condition does not apply to the default SU.
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Forecast-Based Schedules: All published schedules must be generated using a valid forecast.
Changes made during the day do not immediately reflect in the simulation results. These changes are incorporated in the next scheduled execution, which means the impact of any changes made today will only be seen the following day.
On the day of (Intraday current day), the simulation reflects the results of the last simulation run, which occurs at midnight. Therefore, any schedule changes made after this simulation will not immediately impact the projected values for the current day. In simpler terms, this means the simulation for the current day shows the results from the last run at midnight. Any changes made after this run won't be reflected in the projected values right away.
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This projected data is available for all ACD types, and is displayed in the Intraday Manager page under the Projected columns.
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For past dates, the projected data is displayed only if the simulator ran on those dates.
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Future forecasts display the projected data, if available, with simulation generating data for the next 14 days.
The simulation runs under the following conditions:
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On tenants with published schedules based on an active forecast.
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On intervals where the forecast volume is greater than one.
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On future published dates up to 14 days.
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When a target has been defined for SLA or ASA, or both.
Keep in mind the following limitations:
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The simulation evaluates only inbound real-time skills. Deferrable and outbound skills are not simulated.
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The projected data will be available in Intraday Manager within 24 hours from schedule generation (once simulator run daily at 00:00). In the future, the simulator may run multiple times a day.
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The projected data will only be available for published schedules of the next 14 days.
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The simulation will not run on published schedules that exceed the next 14 days.
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The projected data will not be available when filtering by scheduling unit.
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If the forecast data volume is less than one, the simulation will not run.
Zero in SLA and SLA and Empty Values
In the context of the simulation results for SLA and ASA, zero is considered a valid number. A zero in SLA indicates that all interactions were answered within the expected time frame. And a zero in the ASA metric means that all interactions were answered immediately.
An empty result in the simulation indicates that the simulation did not run for that interval. This could be due to insufficient data, no data at all, or the simulation being outside the specified 14-day window.
Understanding these metrics is crucial for interpreting the simulation results accurately and making informed decisions based on the data provided.