Create a manual adjustment for a forecast

Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.

Before you begin

Important:

Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Role required: sn_agent_forecast.admin and sn_csm_wfo_workspa.manager

The user with these roles must also be a manager of the assignment group that is associated with the resource conversion formula.

About this task

Managers can make manual adjustments to the forecasts for 15-, 30-, and 60-minute intervals and daily interval. Managers can generate forecasts with manual adjustments at daily interval and can view the adjustments at a more granular level for that same period at 15-, 30-, and 60-minute intervals.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Schedule () icon.
3. Click Forecasts.
4. Select the forecast model for which you want to make a manual adjustment.
5. Click the Manual Adjustments () icon.
6. Make a manual adjustment.
   1. Click the plus (+) sign.
   2. Fill in the following fields.

      Table 1. Manual adjustment form field

      Field Name	Description
      Name	Unique name for the manual adjustment.
      Start Date Time	Date and time when the manual adjustment for the forecast must start.
      End Date Time	Date and time when the manual adjustment for the forecast must end.
      Adjustment Unit	Unit for the manual adjustment. Available values: Percentage—adjustment value percentage. For example, if the forecast data shows case count and if the adjustment value is 15, the manual adjustment shows a 15% increase in case count than the forecast data. Number—adjustment value count. For example, if the forecast data shows case count and if the adjustment value is 15, the manual adjustment shows 15 more cases than the forecast data.
      Adjustment Value	The numeric value for which you want to adjust the forecast. The value is applied to each group in the Groups [sys_user_groups] table. The manual adjustment visualization on the time-series chart displays the data for your groups. For example, let's assume that the value is 15 and the unit is number. If you have two groups for a forecast model and both have 2 agents each before you do the manual overlay, when you enter the value as 15, it is applied to each of the two groups and the total value displays as 34. This is calculated as follows: Two agents for group A + the adjustment value 15 = 17 Two agents for group B + the adjustment value 15 = 17 The total is 34. If you have two groups for a forecast model and both have a volume (for example: Cases/ Chats) of 2 before you do the manual overlay, when you enter the value as 15, it is applied to each of the two groups and the total value displays as 34. This is calculated as follows: Two cases/chats for group A + the adjustment value 15 = 17 Two cases/chats for group B + the adjustment value 15 = 17 The total is 34.

   3. Click Save.

   The manual adjustment is created in Draft state. The manual adjustment is calculated and displays as a green line in the forecast model. You can analyze or update the forecast with this manual adjustment before you publish it.
7. Publish the manual adjustment.
   1. Click the saved manual adjustment that you want to use for forecasting resources.
   2. Click Publish. The state changes to Ready to Publish.

   When the Forecast resources for future job is run, it calculates the forecast, checks for manual adjustments, applies those values if any, and moves it to the Published state.

   Note:

   • When you unpublish a forecast, it moves to Draft state. You can delete a forecast that is in Draft state.
   • If you want to end a manual adjustment after it has started and before its end date, you can click End Now.

   The forecast will no longer be used in the resource conversion formula.
   When the manual adjustment is published:

   • The state of the record changes to Published.
   • The adjusted values will be used in the resource conversion formula and the demand forecast displayed on the calendar.
   • Any other manual adjustment configurations that were created would be unpublished and moved to Draft state.