Ability to bulk add and edit adjustments or outliers on Forecast page | Workforce Management

Ability to bulk add and edit adjustments or outliers on Forecast page

Oyster Tyrannosaurus

At this time, the only way to bulk configure a forecast is by using the "All" channel. But this adds to every model on the account. I would like to be able to add adjustments to specific channels or queues without having to add to every model.

March 20, 2023

United Gopher

The 'All' option doesn’t work for us because the same single Incident is not across all brands we have, and if we leave it to “All Channels” you can’t specify a brand.
Ideally the Parent group application of an outlier would apply to all queue levels/channels within that parent group. This would be the most efficient way for us to ensure our forecasting is as accurate as possible.
As it functions now, it takes too long to ensure any incidents/outliers are added correctly to all queue levels/channels and is not efficient.