Edit requirements

Although the requirements data is calculated from the forecast and service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals., you can override these values. If you have the Modify Service Goals 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., you can modify the calculated requirements data. Care must be taken when overriding the calculated requirements. Once modified, the requirements no longer get updated on any changes to the service goals or forecast.

Editing requirements is only possible in the following scenarios:

In a skilled campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., you have selected a single immediate queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time..
In a non-skilled campaign, you have selected a combined immediate or project queue.

You can remove any manual overrides to the requirements data, using Restore, meaning the requirements are calculated based on forecast and service goals.

Procedure

Go to Forecasting and Scheduling. Under Tactical Forecasts, select Goals & Requirements.
From the filter pane on the left, select a Campaign, Scheduling period, and Queue.
Select the day/week/period zoom level.
Expand the details pane on the right and select the Requirements tab.
Modify the requirements as required on the data table.

Discard any unsaved changes using Revert.
Select Save on the ribbon.

Remove any overrides from the calculated requirements using Restore.