Special Event Profiles Overview
Most organizations have certain dates throughout the year that impact their contact volume, such as holidays, annual sales, or other recurring events. These events usually need to be handled differently in forecasting, and you can create and manage data associated with these special events (see Add Special Events).
Special Event Profiles will not be applied if the special event is not included in the calendar for the period you are forecasting. For example, if you applied a Special Event Profile to Black Friday, but did not include Black Friday as a special event in your 2016 calendar, the profile will not be applied to a 2016 forecast.
By using Special Event Profiles, you can adjust how inContact WFMv2 handles call volume and average service time for the special events in your system. You can adjust either of these items in the following ways:
- Leave the value at the default of 0.00 to have inContact WFMv2 use its special event algorithms for the forecast.
- Set the value to 1.00 to have inContact WFMv2 treat the day as a normal day (that is, not as a special event).
- Set the value to more than zero, but less than one, to have inContact WFMv2 use that fraction of a normal day's value for that day. For example, if your Christmas Day call volume is typically about a third of normal call volume, you might type 0.34 in the Call Volume Factor field.
- Set the value to more than one to have inContact WFMv2 increase the normal day's value by that much. For example, if your Black Friday call volume is typically about 60% higher than normal call volume, you might type 1.6 in the Call Volume Factor field.
You can have multiple profiles for different Contact Groups or types of calls. For example, a holiday like President's Day might decrease call volume for a Contact Group that handles internal support calls, but increase call volume for a Contact Group that handles customer orders.
Creating Special Event Profiles requires specific permissions, and you can always edit profiles you created and view the details of those profiles. Separate permissions are required to:
- Edit profiles created by others
- View the details of a profile if you did not create that profile
- See profiles created by others in the Special Events Profiles list