Create special events

Creating special events lets the algorithm know how to handle data from the days linked to the special events. Based on the type of the special event, the algorithm could ignore the data (Anomalous), impact the data for a day with data from a historical date (Linked), or do not create a forecast for a day due to a scheduled closure (Closed).

A queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. cannot be associated with two special events that have the same date.

Special Events are currently being rolled out to cloud customers. It may not be available in your site just yet.

Access to Special Events requires the following:

Verint's Cloud Identity Service.
Da Vinci Forecasting Enterprise license.
View Special Events privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

Procedure

Go to Forecasting, select Special Events.
Select New special event.
Enter a Name.
Select the Type of special event to create.
- Anomalous
- Closed
- Linked
Associate dates with the special events by selecting ... in the Dates column.

You can select multiple dates to associate with the special event.

If a date has a blue dot, it means that there is a special event associated with that date. The date is still available for selection.

If a date has a blue dot and is unavailable, it means that there is a special event associated with the selected queue for that date.
Associate queues with the special events by selecting ... in the Queues column.
1. Select an Organization from the hierarchy in Organizations.
2. Select one or more queues (up to a maximum of 250) from those available.
  
  The queues displayed depend on the Media and Queues from filters:
  - Media: select to show queues for all media types or only for a specific type.
  - Queues from: choose to show only queues defined on the Selected orgs or from the Selected and sub-orgs, which includes any queues from the selected organization and its suborganizations. You also have the option to select Selected, sub-orgs, and inherited, which includes queues from the selected org and its sub-orgs, and also queues from organizations that are associated with an organization higher in the hierarchy.
  You can also use the text search to filter the list of queues.
  
  A queue can be unavailable for selection, if a date with a special event has already been associated with that queue.
3. To associate the selected queues with the special event, select Apply.
Optional. Add a description for the special event in the Comment field.
Select Save to create the special event.