Prescio User guide

Keep change visible

Transformations

Model incremental demand, contact-rate and requirement effects without overwriting the approved baseline.

Transformations

Purpose

Transformations models initiatives that alter future demand or requirement drivers. It keeps their incremental effects visible rather than rewriting the baseline.

Headline measures

The page includes:

  • included demand transformations;
  • included requirement transformations;
  • live transformations awaiting evidence;
  • transformations absorbed into BAU;
  • transformations in the active plan.

Transformation types

A transformation may affect:

  • Demand — changes resolved contact volume;
  • Contact Rate — creates an incremental demand effect from a change in

    • contact rate and the future base;

  • AHT — changes workload and requirement;
  • Occupancy — changes requirement efficiency.

Typical fields

  • name and description;
  • Department and Queue scope;
  • metric or layer affected;
  • movement method;
  • impact value;
  • start and end dates;
  • rollout period;
  • lifecycle status;
  • active or included state.

Movement methods may include:

  • percentage movement;
  • points;
  • absolute movement.

For contact rates, points means percentage points.

Lifecycle

The lifecycle distinguishes planned benefits from live evidence:

  • planned or not yet live;
  • gone live, awaiting evidence;
  • absorbed into BAU.

When a demand-impacting transformation is Gone Live — awaiting evidence, Prescio can condition emerging actual demand so that a partially visible benefit or uplift is not counted once in history and again as a future transformation.

When there is sufficient evidence, the transformation can be absorbed into business as usual. Its established impact becomes part of the historical baseline rather than continuing as a separate forward overlay.

Transformations without a demand impact do not alter historical demand conditioning merely because they are live.

Evidence sections

For eligible live transformations, the page can show:

  • weekly plan comparator;
  • actual demand;
  • demand variance;
  • comparator source;
  • planned AHT;
  • actual AHT;
  • AHT variance.

How to use it

  1. Select the scope.
  2. Review active transformation counts and lifecycle status.
  3. Open the required transformation.
  4. Confirm the affected metric and movement method.
  5. Check start date, rollout and final impact.
  6. Review its visible contribution to resolved demand or requirement.
  7. When live, review evidence before moving it into BAU.

Contact-rate transformation principle

Only the uplift or reduction is stored as the transformation effect. Prescio does not store a second full forecast as the overlay.

For example:

Base contact rate: 2.0%
Transformation uplift: +0.2 percentage points
Future base: 100,000

Transformation demand effect:
0.2% × 100,000 = 200 additional contacts

The 200-contact impact is layered onto baseline demand to produce resolved demand.