Perfiles de previsión

Generalmente, cuando pronostica una programación, todas las habilidades que pronostica tendrán los mismos KPI.

¿Entonces, qué debe hacer si necesita configurar distintos KPI para diferentes habilidades?

Por ejemplo, en el caso de llamadas que requieren asistencia técnica, desea que el promedio de velocidad de respuesta para ser más rápidos que las llamadas que están relacionados con la contabilidad. En este caso, usted querría configurar un ASA diferente para la habilidad de asistencia técnica que para la habilidad de contabilidad.

Los perfiles de previsión le permiten crear perfiles para diferentes habilidades junto con sus KPI configurados. Cuando pronostica un horario, puede seleccionar el perfil de previsión importante de forma rápida y sencilla.

Puede crear un perfil para todas las habilidades previstas si eso es lo que necesita, y aun así le permitirá ahorrar tiempo al generar un pronóstico.

Una vez que haya creado sus perfiles, puede verlos en la página Perfiles de previsión, y estarán disponibles para seleccionar cuando esté generando una previsión.

Creación de un perfil de previsión:

1. Haga clic en el selector de aplicaciones y seleccioneWFM.

2. Vaya a Forecasting > Perfiles de previsión.

3. Haga clic en Nuevo perfil.

4. Ingrese un nombre y una Descripción para el perfil.

5. Defina el incremento del Tiempo de previsión (mín). El pronóstico recuperará datos históricos en estos incrementos del período que seleccionó.

6. Hay DOs opciones para aplicar las habilidades de los KPI. Seleccione una de las siguientes opciones:

   • Aplicar KPI específicos a habilidades específicas: utilice esta opción si solo desea definir KPI para algunas habilidades.
   • Aplicar los KPI de manera global a todas las habilidades pronosticadas: use esta opción para aplicar los KPI que defina a todas las habilidades de la organización.

7. En el área Parámetros de plantilla de personal, si eligió aplicar KPI específicos a habilidades específicas, en la lista desplegable habilidades, seleccione una habilidad.

8. Defina el resto de los Parámetros de dotación de personal:

   • Shrinkage level: Adjust the staffing plan for the anticipated level of absences in your workforce. You can define one level for All day or different levels By time.

     See more

     Let's say you're expecting that 10% of your staff will call in sick. You can define the shrinkage as 10%, and you'll compensate for the absences when generating a staffing plan.

     You define the shrinkage level for the different days of the week. The shrinkage level will be 0 for the days you don't select.

     To apply shrinkage, select the day and define one level for All day or different levels By time:

     • All day: Define the same level for the whole day.

       For example, you know that usually there's a high level of staff shrinkage on Monday and Friday. You can define a shrinkage level for only those two days.

     • By time: Define shrinkage levels for different times of the selected day. Click the Add button to define another time. After that, you can define one level for the Rest of the day.

       For example, you know that the morning shifts have a high level of staff shrinkage, and a low level for the evening. You can define:

       • 15% level between 08:00 AM and 2:00 PM

       • 5% between 6:00 PM and 11:00 PM

       • 10% for the Rest of the day.

   • Service Tags: Define the targets that the staffing plan should meet.

     Each target has its own section in the Staffing Parameters. The sections will be displayed only if you have skills associated with them.

     Let's say the skills your forecasting are all Real Time Interactions. In this case, you won't see sections for Deferrable Work or Dialer.

     • Real Time Interactions: Contacts that must be handled immediately. If they are delayed, the customer may leave. This can cause customer unhappiness and missed chances.

       Service level, Wait time, Maximum occupancy, Simultaneous handling

       • Service level: Define the percentage of interactions you want answered within a defined number of seconds.

         A common SLA is 80% of interactions answered in 30 seconds.

         Let's say you want your agents to answer calls within 30 seconds. If your agents answered 60 out of 100 calls within 30 seconds, the SLA is 60.

         Keep in mind, the generated SLA gets updated once the forecasting process is complete. Intraday displayed the final SLA and not what's displayed in step 4.

       • Wait time (ASA): Define the average amount of time it takes for an agent to answer a call. The generated ASA gets updated once the forecasting process is complete. Intraday displayed the final ASA and not what's displayed in step 4.

       • Maximum occupancy: Define the percentage of time the agent will be occupied handling interactions out of their shift.

         A common value is 80%.

         Let's say a shift is ten hours and you set the occupancy for 50%. This means that the agents will handle the interactions for 5 out of their ten hours.

       • Simultaneous handling: Define how many of the same interactions you can schedule an agent to handle simultaneously.

         For example, you can schedule an agent to handle five chats at the same time.

         The value for voice and face-to-face interactions is always 1 because agents cannot handle more than one at the same time.

       What is Cognitive Load for CXone WFM Premium License?

       This feature is available with the WFM Premium license.

       Cognitive Load uses your organization’s historical chat data to predict chat end times when agents handle multiple conversations at the same time. The machine learning models analyze at least 13 weeks of chat interactions to estimate expected chat durations. These predictions improve staffing accuracy for concurrent chat workloads and help you maintain more reliable SLA and ASA performance when forecasting and scheduling.

       How is it Set up?

       • Once chat concurrency is enabled in your ACD and mapped to WEM skills, the system begins collecting data.

       • After capturing sufficient data (ideally 13 weeks), WFM uses this information during forecast and schedule generation. The schedules then account for the unique staffing needs of agents handling concurrent chats.

       • Increasing concurrency in the WFM model can add more cognitive load on agents as they handle multiple chats at the same time, which can affect efficiency and service levels.

       Key Considerations

       • If concurrency settings change after a model is created, the system must retrain using updated data.

       • If your historical chat durations are unusually long, the model will reflect this, which may lower service levels. Additional staffing or adjustments may be required to meet SLA expectations.

       Contact your account representative for assistance with configuring this feature.

     • Deferrable Work: Contacts that can be handled later on.

       See more, including Simultaneous handling

       Define how many business hours it should take to handle all deferred contacts, and whether or not they must be resolved within the same workday.

       Keep in mind that deferrable work has no abandons. This means these interactions generally span over multiple intervals or even multiple days. There is often a backlog of items outstanding.

       Under Simultaneous handling, define how many of the same interactions you can schedule an agent to handle simultaneously.

       For example, you can schedule an agent to handle nine emails at the same time.

     • Dialer: A service that automatically calls a list of customers. The answered calls are then transferred to agents.

       This section is no longer available. With the support for outbound skills, forecasting and staffing can now be generated for any dialer skills.

       List source and size, Handle time, Contact period, and Call time

       • List source: Select the source of the list for the dialer: Requested Call, Existing Relationship, or Cold Call.

         • Connected: Define what percentage of the calls on the list should connect.

         • Right party: Define what percentage of the calls on the list should connect to the right party. This number must be lower than the Connected calls.

       • List size: Enter the number of contacts on the list.

       • Handle time for wrong party: Define how many seconds it should take to handle calls that connected to the wrong party.

       • Handle time for right party: Define the amount of time (in seconds or minutes) it should take to handle calls that connected to the right party.

       • Contact period: Define the duration of time in which all of the calls on the list must be contacted.

       • Call time: Define the hours of the day during which these calls can be made.

9. Haga clic en +Agregar habilidad para agregar habilidades adicionales, y definir los Parámetros de plantilla de personal para cada Habilidad hasta que haya terminado.

10. Puede eliminar una habilidad del perfil haciendo clic en el icono Eliminar en la esquina superior derecha del área de habilidades.

11. Una vez que haya terminado de definir las habilidades y aplicar los KPI, haga clic en Guardar.

    El perfil se agregará a la cuadrícula en la página Perfiles de previsión, y podrá seleccionarlo la próxima vez que genere una previsión.