Using Smart Forecasting

Content

Hi All,

One of our customer is looking for using Smart Forecasting module in OFSC.

They have NOT enabled Quota Management (Resource Settings --> Resource Information of Bucket) the check box is not enabled.

They have defined the complete resource hierarchy as Company --> Regions --> Buckets --> Technicians.

They have defined minimum of 20 - 30 technician below a bucket. Capacity Categories, Activity Types, Time-Slots, Work Zones, Work Skills, Routings enabled etc. are defined.

The customer wants to use forecasting module to check on

• Current workload
• Forecasted future workload
• Efficiency (first call effective rate)
• Seasonal trends
• Technician utilization (vacation, sick time, non-productivity time)