Reforecasting
Updated
The Reforecasting functionality in Sprinklr’s Workforce Management recalculates the intraday parameters such as volume, average handle time (AHT), and service level. It refines intraday predictions by combining the generated forecast data and actual ACD (Automatic Call Distributor) trends.
Normal forecast data becomes less accurate as the day progresses, leading to suboptimal resource planning. Reforecasting addresses this by generating updated data every 15 minutes for ongoing and future intervals. This ensures predictions adapt to real-time patterns (such as call volume spikes or drops).
Note: Reforecasting is Dynamic Property (DP)-controlled. Contact your Success Manager to enable this feature for your environment.
Navigate to Intraday Performance Record Manager
Follow these steps to navigate the Intraday Performance Record Manager:
Go to the Workforce Manager Persona App on the Launchpad.
Select Intra Day Performance from the Left Pane to open the Intraday Performance Record Manager.
Once on the Intraday Performance Record Manager, you will have to select the Workload and the date for which you want to see the intraday performance data.
Available Columns
The Intra Day Performance Record Manager has multiple columns that show respective data with an interval granularity of 15 minutes. The columns can be hidden or rearranged depending on your requirements or preferences from the Manage Columns option at the top right of the Record Manager.
The aggregated data of each column is shown at the bottom of the page, which helps Workforce Managers to analyze trends. The following columns are available on the page along with their aggregation method:
Column Name | Description | Aggregation |
Forecast Scenario | Shows the Forecast Scenario that contributes to the Master Forecast for the interval for the selected Workload. | N/A |
Schedule Scenario | Shows the latest published Schedule Scenario, if available, that contributes to the Master Schedule for the interval. | N/A |
Time Interval | Shows the time interval for which the data is being shown, with a granularity of 15 minutes. | N/A |
Forecasted Contacts | Shows the forecasted volume for the interval. | Sum |
Offered Contacts | Shows the actual volume handled. This column is relevant for past intervals. | Sum |
Answered Contacts | Shows the volume that was catered to for the interval. | Sum |
Re-forecasted Contacts | Shows the recalculated volume for the interval.
| Sum |
Re-forecasted Contacts Deviation | Displays the percentage change between the recalculated volume and the original forecasted volume. A positive value means the reforecasted volume is higher than the original forecast, while a negative value means it is lower. | - |
Forecasted AHT | Shows the forecasted average handle time (AHT) for the interval. | SumProduct with Forecasted Contact |
Actual AHT | Shows the actual recorded average handle time (AHT) for the interval. This column is relevant for past intervals. | SumProduct with Offered Contact |
Re-forecasted AHT | Shows the recalculated average handle time (AHT) for the interval.
| SumProduct with Re-forecasted Contact |
Re-forecasted AHT Deviation | Displays the percentage change between the recalculated AHT and the original forecasted AHT. A positive value means the reforecasted AHT is higher than the original forecast, while a negative value means it is lower. | - |
Required FTEs | Shows the forecasted FTEs required for the interval. | Sum |
Re-forecasted Required FTEs | Shows the recalculated FTEs required for the interval. This data is calculated based on the reforecasted volume and AHT. | Sum |
Scheduled FTEs | Shows the FTEs scheduled for the interval. | Sum |
Overs / Unders | Shows the forecasted staffing level for the interval (overstaffing or understaffing). It is calculated using the data in the Required FTEs and Scheduled FTEs columns. | Sum |
Re-forecasted Overs / Unders | Shows the reforecasted staffing level for the interval (overstaffing or understaffing). It is calculated using the data in the Re-forecasted Required FTEs and Scheduled FTEs columns. | Sum |
Predicted SL | Shows the forecast service level for the interval. | SumProduct |
Re-forecasted Predicted SL | Shows the reforecast service level for the interval. It is calculated using the data in the Scheduled FTEs, Re-forecasted Contact, and Re-forecasted AHT columns. | SumProduct |
While viewing the reforecasted data, hover over the Forecast Scenario name in the Forecast Scenario column and then click the Show Forecast Scenario button to view the Forecast Scenario. Similarly, hover over the Schedule Scenario name in the Schedule Scenario column and then click the Show Forecast Scenario button to view the Forecast Scenario.
Export Reforecasted Data
Exporting Intraday Performance data allows you to save and analyze data outside the application. Once exported, the data can be used for further analysis, reporting, or sharing with stakeholders.
Follow these steps to export the reforecasted data:
Navigate to the Intra Day Performance Record Manager.
Select the Workload for which the intraday performance data is to be exported.
Click the Export button at the top right of the page to open the Export Intraday Performance dialog box.
Fill in the required fields on the Export Intraday Performance 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)
Date Range: Select the date range for which the data is to be exported. (Required)
Format: Choose the format (Excel or CSV) of the export file. (Required)
Click the Submit at the bottom right of the dialog box to submit the export request.
You will receive a system notification confirming your export request.