How can we help?

Note: This feature is currently only available in Preview, for select customers.

Table of Contents

• Overview
• How It Works
  • Manual Scenario Creation
  • Scenario Creation via Copilot
• Comparing Scenarios
• Permissions and Access
• FAQs

Overview

The What-If Forecasting feature in Talkdesk Workforce Management (WFM) enables Resource Planners to simulate and compare the impact of changes (e.g., agent shrinkage) on staffing and service levels. 

This tool supports both manual and AI-powered (Copilot) scenario creation, allowing you to anticipate business disruptions and make informed decisions.

Benefits:

• Model the impact of changes before they happen.
• Compare multiple scenarios side-by-side, including the baseline forecast.
• Use either a guided manual interface or conversational Copilot for scenario setup.

How It Works

Manual Scenario Creation

1. Accessing What-If Forecasting:

   • Go to the What-If Forecasting module in WFM.

     

2. Creating a New Scenario:
   • Click Create Scenario.

• Select at least one queue (use tags for filtering).

• Set the scenario timeframe:
  1. Default: 2 weeks.
  2. Maximum: Forecast window of 2 years.

3. Supported Metric Adjustments for What-If:
   • Modify Contact Volume Offered.
   • Modify the Average Handle Time.
   • Modify the shrinkage percentage for selected queues.

4. Run Scenario:
   • Click Run Scenario. You will receive a notification when the scenario run is complete.

• Publish should be used when the ”What If” results are ready to be taken from the “What If” Forecast and are ready to become part of the real forecast. Scenario statuses are: "Draft", "Publishing", and "Published".

  Note: Publishing will replace the real forecast with the forecast created in “What If”. This should only be done once the Resource Planner is ready to bring their What If result into their real-world forecast.

Scenario Creation via Copilot

1. Open Copilot:
   • Launch the Copilot chat interface within What-If Forecasting.
2. Describe Your Scenario:
   • Enter a prompt (e.g., “Increase shrinkage by 5% for Queue A next month”).
   • Copilot assists with queue selection (autocomplete, suggestions, fuzzy matching).
3. Review and Confirm:
   • Copilot summarizes the proposed changes.
   • Confirm the scenario (type “yes” or similar).
   • The UI locks and displays a “processing” state while the scenario is applied.
4. Edit Lock:
   • Only one user can edit a scenario at a time. Others will see a lock until the session is complete.
5. Completion:
   • You will be notified when the scenario is ready for review.

Comparing Scenarios

Side-by-Side Comparison:

• Select multiple scenarios (including the baseline) to compare results.

  

  

• Clearly see which parameters and queues were modified in each scenario.

  

Permissions and Access

Only Admins or users with configuration edit permissions can create or edit scenarios.

FAQs

Q: Can I compare more than two scenarios?

A: No, currently we only support the selection of two scenarios

Q: What happens if two users try to edit the same scenario?

A: The system locks the scenario for editing by one user at a time to prevent conflicts.

Q: Is there an undo option after confirming changes in Copilot?

A: No, once confirmed, changes are applied and cannot be undone. Use the reset function or create a new scenario if needed.

Q: What is the maximum timeframe for a scenario?

A: The maximum scenario timeframe is 2 years.

If you need further assistance, please contact your Talkdesk representative or get in touch with our Talkdesk Customer Care.