Understanding Inbound Volume Adjustment Distribution
How is the distribution of inbound volume adjustments calculated in Zendesk WFM?
In Zendesk WFM, inbound volume adjustments are distributed in 15-minute intervals based on the forecasted trend, rounded to one decimal place. For example, if you add 10 tickets for a day, they are distributed equally across 96 intervals, with any remainder distributed randomly. Adjustments by percentage apply the percentage to the absolute ticket value, then distribute as described.
More related questions
How can I adjust inbound ticket volumes in Zendesk WFM?
You can adjust inbound ticket volumes in Zendesk WFM by creating volume adjustments for specific events. To do this, click the Forecast icon in the top bar, select a workstream, and use the Volume adjustments panel to add an adjustment. You can…
What is the process for excluding historical inbound volume outliers in Zendesk WFM?
Excluding historical inbound volume outliers in Zendesk WFM helps refine your forecast by removing skewed data. To exclude outliers, select a workstream from the Forecast page, use the Excluded Outliers panel to add an outlier, and rename it for…
How do I edit staffing parameters in Zendesk WFM?
Editing staffing parameters in Zendesk WFM allows you to adjust the FTE count based on your business needs. Select a workstream from the Forecast page, expand the Excluded Outliers panel, and modify parameters like Channel preference, Occupancy…
Can I rename volume adjustments and outliers in Zendesk WFM?
Yes, you can rename both volume adjustments and outliers in Zendesk WFM for better context. When adding a volume adjustment or excluding an outlier, click in the name field or use the options menu to rename it. This helps in identifying the purpose…
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