Forecasts module (WFM client)
Create detailed forecasts of the resource need for each skill in the Forecasts module. Reliable forecasting is the first important step towards achieving sufficient staffing. Historical contact data in combination with your experience and knowledge of what will, or is likely to, happen in the future provide the framework for generating reliable forecasts.
Video Overview: Forecasting | Get Started (length 14:58)
The main functionality in the Forecasts module is to create and configure skills, clean the historical data from any outliers, create long-term forecasts on day level, and create and apply templates to define the distribution over the intervals within each day. In addition, there are features to import queue data and to import or export forecast data.