Chapter 4 WFM

<p>To the transition date to Genesys Cloud Workforce Management (A)</p> Signup and view all the answers

<p>Admin &gt; Workforce Management &gt; Historical Data Import (C)</p> Signup and view all the answers

<p>Only data before the set date will be considered (C)</p> Signup and view all the answers

<p>Up to 24 hours (C)</p> Signup and view all the answers

<p>Forecasts will default to live data (B)</p> Signup and view all the answers

<p>6 weeks (A)</p> Signup and view all the answers

<p>Automatic Best Method Selection (A)</p> Signup and view all the answers

<p>Weighted Historical Index with Source Data Import (A)</p> Signup and view all the answers

<p>All data must fall within the forecast duration period. (C)</p> Signup and view all the answers

<p>Check if forecasts can be scheduled. (D)</p> Signup and view all the answers

<p>Automatic Best Method Selection uses all available historical data. (A)</p> Signup and view all the answers

<p>Pre-created forecasts in a .CSV file. (C)</p> Signup and view all the answers

<p>To add details for distinguishing this forecast from others. (D)</p> Signup and view all the answers

<p>Enabled (C)</p> Signup and view all the answers

<p>Average Handle Time (D)</p> Signup and view all the answers

<p>Average per interval per planning group (D)</p> Signup and view all the answers

<p>Finish Changes (C)</p> Signup and view all the answers

<p>Edit existing modifications (A)</p> Signup and view all the answers

<p>Average Handle Time (A)</p> Signup and view all the answers

<p>Disable the modification (C)</p> Signup and view all the answers

<p>The system updates it automatically (B)</p> Signup and view all the answers

<p>It enables appropriate staffing based on predicted interaction levels. (A)</p> Signup and view all the answers

<p>Average Queue Time (A)</p> Signup and view all the answers

<p>Identify seasonality and trends over a longer period. (B)</p> Signup and view all the answers

<p>Export Data (C)</p> Signup and view all the answers

<p>15 mins, 30 mins, or 60 mins granularity (A)</p> Signup and view all the answers

<p>Future interaction volumes. (C)</p> Signup and view all the answers

<p>Use Hover for Details (A)</p> Signup and view all the answers

<p>Displays interval-level data for a single week. (A)</p> Signup and view all the answers

<p>Navigate to the Forecasts Page (C)</p> Signup and view all the answers

<p>Interactions by skill sets. (A)</p> Signup and view all the answers

<p>Average Handle Time. (B)</p> Signup and view all the answers

<p>104 weeks (B)</p> Signup and view all the answers

<p>Show Modification Projection (B)</p> Signup and view all the answers

<p>Use arrows and dropdown lists (A)</p> Signup and view all the answers

<p>Bar or Line (D)</p> Signup and view all the answers

<p>Hover for Details (B)</p> Signup and view all the answers

<p>Open the Forecast (C)</p> Signup and view all the answers

<p>Planning groups must be defined (D)</p> Signup and view all the answers

<p>Weighted averages for Offered, Abandoned, and AHT (B)</p> Signup and view all the answers

<p>35 days before the forecast date (B)</p> Signup and view all the answers

<p>.CSV (D)</p> Signup and view all the answers

<p>The source day will not be included in the source data list (B)</p> Signup and view all the answers

<p>By clicking the View History icon next to AHT (B)</p> Signup and view all the answers

<p>UTC time (D)</p> Signup and view all the answers

<p>15 minutes (B), 30 minutes (D)</p> Signup and view all the answers

<p>Hover for Details (A)</p> Signup and view all the answers

<p>Remove the modification from the list (B)</p> Signup and view all the answers

<p>Metric Data Format (B)</p> Signup and view all the answers

<p>Show Empty Planning Groups (B)</p> Signup and view all the answers

<p>6 weeks (A)</p> Signup and view all the answers

<p>Incorporates datasets from external sources (B)</p> Signup and view all the answers

<p>Utilizes all captured historical data (A)</p> Signup and view all the answers

<p>The system returns an error (C)</p> Signup and view all the answers

<p>Utilize supporting durations up to 6 weeks (C)</p> Signup and view all the answers

<p>104 weeks (C)</p> Signup and view all the answers

<p>Enable for Scheduling (D)</p> Signup and view all the answers

<p>To add optional information for identification (A)</p> Signup and view all the answers

<p>Standard Historical Data Upload (D)</p> Signup and view all the answers

<p>Advanced time-series forecasting techniques and outlier detection (C)</p> Signup and view all the answers

<p>1 week (A)</p> Signup and view all the answers

<p>Edit from the Forecast list view (A)</p> Signup and view all the answers

<p>It creates a forecast based on previously captured historical data. (A)</p> Signup and view all the answers

<p>Weighted Historical Index with Source Data Import (A)</p> Signup and view all the answers

<p>6 weeks (A)</p> Signup and view all the answers

<p>The system returns an error. (B)</p> Signup and view all the answers

<p>It provides a more comprehensive view of historical trends. (B)</p> Signup and view all the answers

<p>Select the desired Business Unit and Time Zone. (D)</p> Signup and view all the answers

<p>6 weeks (C)</p> Signup and view all the answers

<p>Basic Historical Index (A)</p> Signup and view all the answers

<p>To apply a short-term interval forecast for scheduling. (A)</p> Signup and view all the answers

<p>One method can be chosen only. (A)</p> Signup and view all the answers

<p>Click 'Add Forecast' to complete the process. (B)</p> Signup and view all the answers

<p>To differentiate this forecast from others for the same week. (B)</p> Signup and view all the answers

<p>104 weeks (C)</p> Signup and view all the answers

A tool for predicting future call volumes, helping optimize contact center operations.

Ensures the right number of agents are scheduled based on predicted call volume.

The unit in Genesys Cloud where forecasting is created.

Data points used in forecasting, including call trends, volume and average call duration.

A forecast view showing detailed data for a week, used for scheduling.

A forecast view showing call trends and patterns for an entire year.

Genesys Cloud feature for visualizing and managing forecast data.

Graphs in the Forecast Editor displaying key metrics like call volume and average call duration.

The Granularity Options allow you to control the level of detail in the forecast. Short-term forecasts can be viewed in 15-minute, 30-minute, or 60-minute intervals, while long-term forecasts show daily or weekly data.

When you hover your mouse over a point on the graph, detailed information for that specific date and time appears.

Horizontal lines on the graph represent past performance, providing context for the forecasted data.

When you select 'Show Modification Projection,' the impact of user-defined modifications is displayed on the forecast.

The 'Show Empty Planning Groups' option allows you to include planning groups with no data in the forecast view.

You can choose how 'Offered Metric' data is displayed in the forecast, either as bars or as a line graph.

Select the preferred time format for the data in the forecast, either in seconds or digital format.

Forecasts can be adjusted for specific days or groups using modifications. They are enabled by default and can be added, edited, or managed.

Forecast modifications can be applied to different metrics, such as the number of calls offered or the average handle time. You can adjust the value, percentage, or set a limit for these metrics.

You can change the parameters of a modification, such as the value or percentage, to fine-tune its effect on the forecast.

Modifications can be reordered to control the sequence in which they are applied, ensuring the desired outcome.

You can temporarily disable a modification without deleting it, allowing you to see its effect on the forecast and re-enable it later.

Forecast modifications can be permanently removed if they are no longer needed.

The system automatically collects data throughout the day to update interaction volume and average handle time, making manual adjustments often unnecessary.

The system automatically gathers data to adjust interaction volume and average handle time. Manual adjustments are often not needed.

Uses advanced time-series forecasting techniques, best practices, and outlier detection. Automatically applies mathematical fixes for missing data to minimize errors. Unlike the Weighted Historical Index, this method uses all available historical data.

Creates a forecast based on previously captured historical Genesys Cloud data. Enables specification of a historical index weighting for fine-tuning the forecast.

Creates a forecast using historical index weighting and external data imported from a .CSV file. Maps imported data as source days for the forecast days, providing a weighted historical data option.

Allows the import of a pre-created forecast from a .CSV file. Used for forecasts with a maximum duration of 6 weeks. All data in the file must fall within the forecast duration period.

Enables a short-term interval forecast for scheduling. It can be enabled either during forecast creation or later on in the Forecast list view.

A method to create forecasts using a combination of historical Genesys Cloud data and .CSV files for a weighted historical index.

Duration for a short-term forecast. Typically covers up to 6 weeks.

Duration for a long-term forecast. Typically covers up to 104 weeks.

Manually adjusting source data to account for unexpected events, like a power outage causing a surge in call volume.

In the Genesys Cloud Forecast Editor, this feature allows you to view and add data that forms the foundation for your forecast.

Adding a day's worth of historical data to your forecast's source data. Ensure this day has relevant data for your business unit's planning groups.

The graph that summarizes key metrics from your source data, giving you a quick overview of your forecast's inputs.

How the system automatically chooses the best forecasting method based on historical data.

The process of downloading forecast data into a comma-separated values file (.CSV) for later use or analysis.

The standard format for organizing and transferring spreadsheet data, commonly used to store forecast outputs.

A feature that allows you to upload historical interaction data for generating forecasts using the Automatic Best Method. It helps improve forecast accuracy by incorporating past call data.

The latest date and time in UTC that you can include in your import file. This date determines the range of data used for forecasting.

A sample .CSV file, downloadable from the Genesys Cloud interface, that demonstrates the required format for historical data import files. Use it to ensure your data is properly structured.

The action of deleting all uploaded historical data from the system. It allows you to start fresh with new historical data updates.

This action resets forecasting calculations to use data directly from Genesys Cloud's historical records. It happens after purging uploaded historical data.

It typically occurs at 3:00 AM local time and allows for a smooth transition from using historical data imports to using native Genesys Cloud data for forecasting.

Adjust the date range in the Forecast Editor using the beginning and end date filters to focus on specific periods for analysis.

Genesys Cloud offers several methods to predict future call volumes, enabling you to optimize staffing and ensure efficient contact center operations.

It applies advanced techniques, best practices, and outlier detection to create accurate forecasts. It automatically fixes missing data for better results.

This method utilizes historical data from Genesys Cloud to generate forecasts. You can specify a weighting for different periods to fine-tune the predictions.

This method combines the 'Weighted Historical Index' with external data imported from a .CSV file, allowing for a more comprehensive and customized forecast.

You can import a pre-made forecast from a .CSV file for short-term forecasting (up to 6 weeks). All data should fall within the forecast's duration.

This option allows you to use a short-term interval forecast for scheduling purposes. It can be selected during forecast creation or later in the Forecast list view.

You can view and modify source data directly in the Forecast Editor, allowing you to adjust the forecast's base data and create more accurate predictions.

You can export the forecast data into a .CSV file for further analysis or use in external applications.

A timeframe within a Genesys Cloud forecast, used for scheduling and can be either short-term, covering up to 6 weeks, or long-term, spanning up to 104 weeks.

A feature used to make adjustments or fine-tune your forecasted data, allowing you to account for known events or trends, like holiday season or special promotions.

A feature allowing you to choose the desired length of your forecast, either short-term (up to 6 weeks) or long-term (up to 104 weeks).

A method that uses pre-created forecast data imported from a CSV file, allowing you to directly import predictions for a specific time period, usually for short-term forecasts.