Generate forecast on web

The main view in the Forecasts tool on web shows all skills, their channel type, and until which date forecasts are created for these skills. The status column shows the result for the forecasts generated in the last three days. A blue pulsing circle indicates that generation of a forecast is in progress. A green circle indicates that a forecast has been generated and a red circle indicates that the generation of a forecast failed. Hover a circle with the mouse pointer for more information.

Generate a forecast for one or more skills. The Forecasts tool calculates a volume forecast and applies a distribution pattern for each day.

The volume forecast and distribution patterns are based on the historical data that is available for the queues that are connected to the skill. The forecast process automatically cleans the historical data and replaces outliers with more appropriate values before using the data to base the forecast on. The volumes are based on maximum three years of data. The daily distribution pattern is based on the data for the last three months.

NOTE   Only telephony skills can be automatically generated using the web Forecasts tool. Use the Forecasts module in the client to generate forecasts for other channel types.

Prerequisites

  • You have the Web > Forecasts permission.
  • An inbound telephony skill is created.
  • There is historical queue data on the queues which are connected to the skill.

Page location

WFM > Forecasts

Procedures

Generate forecast for one skill

  1. Select the skill for which to generate a forecast.
  2. Click Generate forecast.
  3. Select the Scenario to save the forecast in.
  4. Select the time period to Generate forecast for.
  5. Click Generate forecast.
  6. A suggested forecast is shown. Click Save to save the forecast as it is.

    You can choose to make manual adjustments to the forecast before you save it. See Adjust the forecast manually on web for more information.

Generate forecast for several skills at a time

  1. Select the skills for which to generate a forecast.
  2. Click Generate forecast.
  3. Select the Scenario to save the forecast in.
  4. Select the time period to Generate forecast for.
  5. Click Generate forecast.

    A background job to generate forecasts for the selected skills is started. The forecast and distribution patterns for the selected period are automatically saved when the job is done. Any previously created forecast for the selected period is overwritten.

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