The Events Repository allows you to create and manage events centrally within the Workforce Management (WFM) system. It helps you account for abnormal fluctuations in interaction volumes or average handling time caused by events not covered by typical seasonal, intra-week, or intra-day trends. Examples include festivals, sales promotions, and product launches.

Create Events

Prerequisites for creating Events:

• Sprinklr WFM should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Create permission under the Event section in the Workforce Management module.

Follow these steps to create an Event:

1. Select Events within the Settings tab.

   

2. On the Events window, click Create Event in the top right corner.

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3. On the Create Event window, add the following details:

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   1. Name: Enter the Event name. (Required)

   2. Description: Provide a brief description of the Event.

   3. Event Dates: Specify the start and end dates for each occurrence of the event. You can define multiple date ranges if the event occurs more than once. (Required)

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   4. Parameter(s): Select the parameter(s) to be affected. Available options are Contact Volume and Average Handling Time. (Required)

   5. Work Type(s): Select the affected Work Types. This field is available only after you make a selection in the Parameter(s) field. (Required)

   6. Event Type: Select how the system should treat the Event when creating a Forecast Scenario. (Required)

      1. Observe: Select Observe if you want the system to consider the event while generating a Forecast Scenario. It is suitable when an event is meaningful, repeatable, or intentionally planned and should influence forecasting, such as an annual product launch that consistently increases contact volume.

         For example, if there was a high peak volume between October 15 and November 15, 2025, the system recognises this pattern and assumes a similar trend for the upcoming event when creating a Forecast Scenario.

      2. Ignore: Select Ignore if you do not want the system to consider the past event while generating the forecast. It is suitable when an event is a one‑time anomaly or informational record that should not affect forecasts, such as a system outage that temporarily spikes contacts.

         In this case, the system detects the event dates but does not factor in the high peak volume from October 15 and November 15, 2025 when calculating the Forecast Scenario.

4. Click Save at the bottom to create the Event.

This completes the process of creating an Event. By default, the Event is inactive, so you must activate it before it can be detected in forecasting.

Enable/Disable Events

Follow these steps to enable or disable an Event:

1. Navigate to the Events record manager.

   

2. Click the toggle in the Events Name column to enable or disable the Event.

This completes the process of enabling or disabling Events.

Now, while creating Forecast Scenarios using Run-Time Model, Events that fall within the scheduled date range of the Forecast Scenarios will be detected on the Detect Event page.