Analyze staff alignment using Demand Forecast in Workforce Optimization for HR
Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.
Before you begin
Role required: sn_agent_forecast.user
About this task
Using Demand Forecast, you can:
- Monitor agent or team shift coverage for any day or week.
- Analyze if you are overstaffed, understaffed, perfectly staffed, or not aligned well with your staffing needs.
- Adjust the staff alignment depending on the coverage you need and the schedule of your teams.
- Analyze staff alignment as you are creating a schedule.
- You can analyze the agent coverage you have and the actual demand for the number of agents based on assignment groups and work shifts in a day.
Procedure
- Navigate to .
-
Click the Schedule (
) icon.
- Click the Team Calendar tab.
- Analyze staff alignment for each shift.
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You can click the filter icon and select the assignment groups and shift plans
for which you want to view the staff alignment.
To analyze staff alignment Do the following For each day Select Day from the list. The Total resources needed row displays the demand for the number of agents for that day at the selected intervals of 15,30, and 60-minute.
For example, at 15-minute intervals, a number 16 between 0700 and 0715 means that the agent demand forecast is 16.
The time slots are color-coded as below to show the coverage of agents in a particular interval:Table 1. Color code legend Highlight color for each day for a group Description Green The number of agents you have scheduled for that interval and demand for that interval are an exact match—your staffing needs are perfectly aligned. Yellow The number of agents you have scheduled are more than the demand you have for that interval. Red The number of agents you have scheduled are less than the demand you have for that interval. Grey The demand for the number of agents and the number of agents scheduled is zero for that interval. For a given week - Select Week from the list.The Total coverage/demand row has indicators for the staff alignment.
Table 2. Indicators If the row displays Then An arrow points downward The predicted forecast is lower than the number of agents you need for that day An arrow points upward The predicated forecast is higher than the number of agents you need for that day A check mark The perfect alignment of the predicted forecast and the required number of agents. - Click any of the indications displayed in the Total coverage/demand row to analyze further details on the forecast.
You can also view the coverage and demand for every hour for each group.
- Select Week from the list.