What-If Window

• 

• Supervisor

Analyze how changes in statistics affect other factors by using what-If scenarios.

Related documentation:

• How Workforce Management works

Use the What-If window to immediately analyze how changes in some statistics would affect other factors.

To open the What-If window:

• Select an activity in the Performance Intra-Day module.
• Select a timestep in the data grid.
• Click the What if button () on the Actions toolbar.

Once the window is open, you can change certain values shown in the window to perform what-if calculations.

Statistics in the What-If window

Statistics presented in the What-If window are as follows (these statistics are present in all views, and are fully described in the Performance overview):

Interaction Volume	Initial value is the forecasted interaction volume taken from Master Forecast. Enter a value greater than zero.
AHT (Average Handle Time)	Initial value is the forecasted AHT taken from Master Forecast. Enter a value greater than zero.
Abandoned Interactions Percentage	Initial value is the scheduled abandoned calls percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, the abandoned calls percentage is not included in the what-if calculation.
Service Level %	Initial value is the scheduled service level percentage. Enter a value greater than 0 and less than 100. If you do not enter a value, the service level is not included in the what-if calculation.
ASA (Average Speed of Answer)	Initial value is the scheduled average speed of answer. Enter a value greater than zero. If you do not enter a value, ASA is not included in the what-if calculation.
Coverage	Initial value is the scheduled coverage. Enter a value greater than zero.
Service time (sec)	Taken from Master Forecast. Configured in Building staffing. If a forecast has not been built, these indicators are empty.
Average time to abandon (sec)	Taken from Master Forecast. Configured in Building staffing. If a forecast has not been built, these indicators are empty.
Indirectly Occupied Time (%)	Taken from Master Forecast. Configured in Building staffing. If a forecast has not been built, these indicators are empty.
Maximum Occupancy (%)	Taken from Master Forecast. Configured in Building staffing. If a forecast has not been built, these indicators are empty.

Calculating what-if scenarios

To calculate what-if scenarios, you must have the following:

• Published forecast values for interaction volume and AHT (which initialize the window's first two fields), abandonment, service level, ASA, indirectly occupied time, and maximum occupancy.
• A published schedule that allows staffing suitability calculations. (This initializes the window's Coverage field.)

You can calculate what-if scenarios for the group of service-level statistics (abandoned calls, service level, and average speed of answer (ASA)), or for the coverage level.

Calculating Abandoned Interactions Percentage, Service Level, and ASA

To calculate what-if scenarios for Abandoned Interactions Percentage, Service Level percentage, and ASA:

• Enter values into the Interaction Volume and/or AHT fields.
• Enter a value into the Coverage field.
• Click the Calculate button () next to the Service Level % field.

The window shows the expected impact of your changes on the Abandoned Interactions Percentage, Service Level percentage, and ASA. If a field is empty, there is no data for the appropriate statistic for that timestep.

Calculating coverage scenarios

To calculate what-if scenarios for coverage:

• Enter values in the Interaction Volume and AHT fields.
• Enter values into the Abandoned Interactions Percentage, Service Level %, and/or ASA fields. For the calculation to be successful, you must enter a value in at least one of these fields.
• Click the Calculate button () next to the Coverage field.

The window shows the expected impact of your changes on Coverage.

Closing the What-If window

When you have completed your calculations, click Close.