The Forecast module can be Enabled/Disabled from the 'Settings' tab at the left bottom of the page. 

What does the 'Forecast' feature do for you?

Based on the previously recorded data, this feature forecasts the number of employees you need to schedule for a certain day/hour/week. You can run the 'Auto Schedule' based on the forecasted data.

However, you need to setup the Forecasting module very precisely to let it completely understand your scheduling needs.

Note: We currently support Forecast Integration with the following:

1. Zendesk tickets.

2. Zopim chats.

3. Twillio calls.

How to Setup And Integrate the Forecasting data from the Third party app?

Note: You would need to get the 'API integration Token' from your (third party) app to put it into the forecasting module in order to fetch the data.

Integration:

Click 'Integrations' from the left side of the app.

screenshot 1307

And then click the 'Zendesk/Zopim/Twilio' to begin the integration process with.

screenshot 1311

 

Click 'Enter the App' from top right side of the page to proceed with app integration/authentication process.

screenshot 1308

Then, Click 'You are not Authenticated' and follow the instructions to authenticate your app.

screenshot 1314

Once done with  the integration setup, now; you need to 'Add Forecast'. 

Click the 'Forecast' icon from the side menu to access the forecast module. Click 'Add Forecast' from the top right of the Forecast page.

  

Clicking the 'Add forecast' button will slide in a window with the following fields to setup the forecast: 

Boost Ratio:

  • Boost ratio is used for the situations where employees would be required to handle higher workload during peak hours. Eg. A waiter can normally handle 15 customers, but you want him to handle 20 during peak hours. 
  • This prevents situations where the number of staff get's doubled for one or two peak hours; when everyone working harder than usual can cover all the traffic. 
  • Of course, Humanity app thinks of the employees and make sure they do not get too much stressed and is very strict what the peak hour actually is. Our goal is not to exhaust employees - the goal is to generate an optimal schedule. 
  • Hours are marked as peak with following logic: 
    • Calculates the average traffic. 
    • Calculate the average of all values above the initial average. 
    • All values above the second average are considered peak hours. 
  • In theory, when all is set, employees would be required to work normally during regular hours, and a little extra hard during peak. 
  • The result is optimal schedule, and unstressed employees, ready to take tomorrow's challenges. 
  • Effect On The Forecast & Auto Schedule:

    • During Regular Hours, Auto Schedule will always schedule according to the normal ratio.

    • During Peak Hours, the system will search for the optimal number of employees between the regular and peak hours to find the best number of people to be scheduled during that period.

Forecast Data Example:

screenshot 1596

  • Three Chiefs can support 60 customers in one hour. (1 Chief = 20 Customers)
  • During Peak Hours, two Chiefs can support 60 customers. (1 Chief = 30 Customers)
  • Minimum one Chief should always be present at the restaurant during business hours 
  • Four Waiters can support 60 customers in one hour. (1 Waiter = 15 Customers)
  • During Peak Hours, three Waiters can support 60 customers. (1 Waiter = 20 Customers)
  • Minimum two Waiters should always be present at the restaurant during business hours
For Every:

Put the number of tasks/Tickets/Chats etc.

Say! 10 Tickets Per hour.

We Need:                                                                                              

This field works in collaboration with the "For Every" field as shown above.


Put the 'Number of employees' required for the unit task set under (For Every) field.

Say! 1 Support agent.

Required minimum No of Employees: Set minimum Number of Staff to be scheduled.
Data type: Select from the available data types.
Period: Place the appropriate value for the system to know the work load in the past, so that the forecaster can suggest you the required workforce for the future accordingly.
Strategy: Select from (week over week/month over month) to tell the system if you want the forecaster to look Months/Weeks back to understand the workload in the past, in order to suggest the required workforce for the future.
Adjustment percentage: This is the multiplier, placing a value for e.g. '50' means that you are telling the system to assume an increase in the workload by 50% than the workload in the past.
Threshold: In this field you ask the forecaster to Not show any Graphical conflict if you have overstaffed/understaffed your employees i.e, putting '2' in this field means that you want to avoid the conflicts if you have upto '2' employees over scheduled/under scheduled.
People needed for opening hours.

The number of employees that must be schedule in the opening hours.

Note: The Opening/Closing hours are set from under workplace-> Locations & Positions ->and edit the location.

People needed for closing hours.

The number of employees that must be schedule in the closing hours.

Note: The Opening/Closing hours are set from under workplace-> Locations & Positions -> and edit the location.

screenshot 1597

Setting up the time for opening and Closing hours:

You can set the time for opening and closing hours from Workplace->Locations & positions-> and edit the location.

screenshot 1597

Once you have successfully configured your forecaster, you may click the 'Schedule' tab and click the Forecast button to view the forecaster in action. And Run Auto Schedule which is assisted by the forecast feature.

In the screenshot below the forecaster is notifying the user that he needs to have 1 employees scheduled because the work unit value in these hours is 39.00.

Note: The work unit value is being driven from the data integration with Zendesk/Twillio.

You are invited to contact us at info@humanity.com or dial our toll free number +1 (877) 235-9190, so that we can assist you to setup your forecaster as per your needs.

 

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