The Forecast Driven Distribution feature enables the administrator to efficiently distribute cases among user groups
based on the forecast generated for different workloads. In-case there is no active forecast, the system then distributes cases using fallback percentages for all groups.

Also, by selecting the granularity for routing, the routing system tries to maintain the distribution ratio of cases as per the distribution done among Contact Centres for that particular interval.

By leveraging WFM, the feature ensures that the cases in the work queue are distributed proportionally among user groups based on the forecasted volume. This leads to balanced resource utilization, preventing overloading of specific teams and improving overall efficiency in case management. Also, the ability to define fallback percentages and reroute cases to backup user groups in case of unavailability ensures uninterrupted case handling. This flexibility minimizes delays in case assignment, ensuring that customer queries are addressed promptly, even in unexpected situations.

Adding Forecast Based Routing

Perform the following steps to add the Forecast Driven Distribution.

Step 1. Click the New Tab icon. Under Sprinklr Service, select Unified Routing within Route.

Step 2. Select Work Queue on the left panel.

Step 3. Select Add Work Queue from the top-right corner or select edit an existing work queue.

Step 4. Enter required details in General Settings and Routing Configuration to proceed further.

Step 5. Under Assignees section, select Forecast-Based Distribution from the Distribution Type drop down menu.

Step 6: Select the Parent Workload from the drop down menu.

Step 7. Select the Granularity Level from the drop down menu.

Step 8. Under Distribution Group, go to the Workload dropdown and select one of the child workloads associated with the selected parent workload. All child workloads associated with that parent workload are automatically listed and made available for selection within the distribution group.

Step 9. Select the Workload, and the fallback percentage corresponding to the selected workload.

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Step 10. If no forecast is available for that workload, the system automatically shifts case routing to the defined Fallback %, ensuring case assignment continues.

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Step 11. Click +Add Distribution Group to add more distribution groups if required.

Step 12. Click Save.

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The following table lists the description of the Parameters of the Assignee Screen.