Combined_Forecasts.md

# 4.2 Forecasts Overview # Forecasting in Contact Centers Forecasting is a critical tool for predicting the peaks and valleys of future interactions in a contact center. By analyzing past data, forecasting drives predictions that impact future scheduling accuracy and helps maintain service level g...

# 4.2 Forecasts Overview # Forecasting in Contact Centers Forecasting is a critical tool for predicting the peaks and valleys of future interactions in a contact center. By analyzing past data, forecasting drives predictions that impact future scheduling accuracy and helps maintain service level goals. ## Benefits of Forecasting - **Accurate Scheduling**: Forecasts predict the number of interactions in future weeks, enabling appropriate staffing. - **Operational Efficiency**: Ensures proper staffing during peak times, leading to: - High customer satisfaction - High employee satisfaction ## Forecasting in Genesys Cloud Forecasting in Genesys Cloud is created at the **Business Unit** level and applies to all **Planning Groups** and **Management Units** within the Business Unit. ### Forecast Data Includes: - **Patterns**: Interaction trends over time. - **Volume**: Number of interactions expected. - **Average Handle Time**: Comprised of: - **Average Talk Time** - **Average Hold Time** - **Average After Call Work Time** ## Forecast Views ### 1. **Short-Term Forecast View** - Displays **interval-level data** for one week at a time. - Covers up to six weeks, depending on forecast length. - **Primary Use**: Generate schedules. ### 2. **Long-Term Forecast View** - Displays **day- and week-level data** for one year at a time. - Covers up to two years, depending on forecast length. - **Primary Use**: Identify seasonality and trends. - **Limitations**: Cannot be used to generate schedules. ## Additional Features - **Export Data**: Export forecast and source data for external analysis. - **Forecast Modifications**: Create and manage changes to the forecast. - **Data Filtering**: Filter by: - Metrics - Days - Queues - Media Types - Skill Sets --- --- # 4.3 Forecasts Editor # Managing Forecasts in Genesys Cloud Genesys Cloud offers an intuitive interface to manage and customize the metrics used in forecasting. ## Forecast Graph View The **Forecast Editor** includes a graph view that displays selected metric variables, allowing you to visualize patterns and trends based on past data. ### Key Metrics - **Offered**: Number of interactions offered. - **Average Handle Time**: Total average time to handle interactions. ### Graph Navigation Features - **Filter by Date**: Adjust the date range using the beginning and end date range filters. - **Granularity Options**: - **Short-Term Forecast**: - Granularity: 15 mins, 30 mins, or 60 mins. - **Long-Term Forecast**: - Granularity: Daily or Weekly. - **Hover for Details**: Point to the graph to see detailed data points for specific dates and times. - **Historical Data**: Colored horizontal lines show read-only historical data used in the forecast. - **Zoom**: - Click and drag to zoom in on a smaller date range. - Clear zoom by clicking outside the selection area. ## Forecast Editor The **Forecast Editor** appears below the graph and allows you to: 1. View user-defined modifications in sequence when applied. 2. Edit modifications using a dedicated filter set. 3. See applied modifications displayed in a modification table. ### Display Options To customize the view, click **Settings** in the Forecast Editor, and modify the following in the **Display Options** dialog box: - **Show Modification Projection**: Enable to display user-defined modification projections. - **Show Empty Planning Groups**: Enable to include empty planning groups in the forecast view. - **Metric Data Format**: - **Bar** or **Line**: Select the preferred format for Offered Metric data. - **Time Format**: Choose to display data in **Seconds** or **Digital** format. --- ### #GenesysCloud #ForecastManagement #WorkforceOptimization #ForecastEditor --- # 4.4 Add a Forecast # Adding a Forecast in Genesys Cloud Follow these steps to add a forecast in Genesys Cloud: ## 1. Navigate to the Forecasts Page 1. Click **Admin**. 2. Under **Workforce Management**, click **Forecasts**. 3. In the upper-right corner: - Click the **Business Unit** list and select the desired Business Unit. - Select the **Time Zone** list to change the time zone (defaults to the Management Unit's time zone). 4. Click **Add** to open the Add Forecast page. --- ## 2. Configure the Forecast ### Set the Forecast Start Week 1. Click the calendar icon at the end of the **Forecast Start Week** box. 2. Highlight the desired week for the forecast. 3. To navigate to other dates, use: - The arrows next to the month and year, or - The dropdown lists. - **Note**: You can select a start week up to **26 weeks** before or after the current week. ### Select Number of Weeks 1. Choose the **Number of Weeks** for the forecast. - **Notes**: - **Automatic Best Method Selection** and **Import Forecast** support forecasts: - **Short-Term**: Up to 6 weeks. - **Long-Term**: Up to 104 weeks. - **Weighted Historical Index** and **Weighted Historical Index with Source Data Import** support forecasts for **1 week**. ### Set Forecast Duration 1. Check the **Forecast Duration** box if you want to use the **short-term interval forecast** for scheduling. --- ## 3. Enable for Scheduling - Under **Scheduling**, check the box to use the forecast for scheduling. - **Note**: This option can be enabled later in the Forecast list view if needed. --- ## 4. Add Additional Details - In the **Description** box, add optional information to distinguish this forecast from others for the same week. --- ## 5. Select a Creation Method 1. Under **Creation Method**, choose one of the following: - **Automatic Best Method Selection** - **Import Forecast** - **Weighted Historical Index** - **Weighted Historical Index with Source Data Import** 2. Click **Add Forecast** to complete the process. --- # Forecast Creation Methods in Genesys Cloud Genesys Cloud provides several methods to create forecasts, allowing flexibility based on your data and requirements. --- ## 1. **Automatic Best Method Selection** - **Overview**: - 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**. - **Supported Durations**: - **Short-Term**: Up to 6 weeks. - **Long-Term**: Up to 104 weeks. --- ## 2. **Weighted Historical Index** - **Overview**: - Creates a forecast based on previously captured **historical Genesys Cloud data**. - Enables specification of a **historical index weighting** for fine-tuning the forecast. - **Usage**: Best for leveraging historical data directly from the platform. --- ## 3. **Weighted Historical Index with Source Data Import** - **Overview**: - 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. - **Usage**: Ideal for incorporating external datasets into the forecast. --- ## 4. **Import Short-Term Interval Forecast Data** - **Overview**: - Allows the import of a pre-created forecast from a **.CSV file**. - Used for forecasts with a maximum duration of **6 weeks**. - **Note**: - All data in the file must fall within the forecast duration period. - If any data is outside this range, the system returns an error. --- ### #GenesysCloud #ForecastCreation #AutomaticBestMethod #WeightedHistoricalIndex ### #GenesysCloud #ForecastCreation #WorkforceManagement --- # 4.5 Forecast Modifications # Managing Forecast Modifications in Genesys Cloud Forecast modifications allow you to adjust the volume forecast for specific days or planning groups. ## Key Points - Modifications are **enabled by default** when added. - You can **add new modifications** or **edit existing ones**. - Manage modifications by adjusting parameters, changing application order, or disabling/deleting them. --- ## Steps to Add a Forecast Modification 1. **Open the Forecast**: - Click the forecast you want to modify. 2. **Access Modifications**: - At the bottom of the forecast, click the **Modifications** tab. - Click **Add**. 3. **Select Metric Type**: - Choose from the **Metric Type** options: - **Offered** - **Average Handle Time** 4. **Choose Modification Parameter**: - From the **Modification** dropdown, select one of the following: - **Change percent per interval per planning group** - **Change value per interval per planning group** - **Maximum per interval per planning group** - **Minimum per interval per planning group** - **Set value per interval per planning group** 5. **Set the Modification Value**: - Input the **Change Percent** value or other required parameters for the selected modification type. 6. **Save the Changes**: - Click **Finish Changes** to apply the modification. --- ## Managing Modifications - **Change Parameters**: Edit modification settings. - **Reorder Modifications**: Adjust the sequence in which modifications are applied. - **Disable Modifications**: Temporarily turn off a modification. - **Delete Modifications**: Permanently remove a modification. --- ### #GenesysCloud #ForecastModifications #WorkforceManagement --- # 4.6 Forecast Source Data # Managing Forecast Source Data in Genesys Cloud ## Overview You can view and manage forecast source data to steer the forecast appropriately by editing the following metrics: - **Offered Calls or Chats** - **Abandoned Calls or Chats** - **Average Handle Time (AHT)** > **Note**: Editing this data is often unnecessary as the system dynamically gathers data throughout the day to adjust interaction volume and average handle time. --- ## When to Modify Source Data ### Example Scenario If an unexpected event (e.g., a power outage) causes a significant spike in interaction volume, you can manually adjust the source data: 1. Increase the interaction volume. 2. Re-forecast for the next few hours to address the spike. --- ## Accessing and Editing Source Data 1. **Open the Forecast**: - Navigate to the required **Weighted Historical Index** forecast. 2. **View Source Data**: - In the **Forecast Editor**, click **Source Data**. ### Adding Source Days 1. Click **Add Source Day**. 2. Select the month and year containing the source data. > **Note**: > > - Source days must contain data for the planning groups configured in the business unit. > - If no planning groups are defined or no data exists for the selected date, the system will not include it in the source data list. ### Weighted Average Forecast Graph At the bottom of the Source Data page, view the **Weighted Average Forecast Graph**, which displays: - Weighted average **Offered** - Weighted average **Abandoned** - Weighted average **AHT** #### Graph Interaction - Hover over the graph to view details for specific times. - Move horizontally along the graph to explore data for included dates. --- ## Viewing Historical Data for Automatic Best Method Forecasts ### Overview After creating a forecast using the **Automatic Best Method**, you can reference historical data in both: - **Short-Term Forecast View** - **Long-Term Forecast View** ### Accessing Historical Data 1. Next to the **Offered** or **Average Handle Time (AHT)** metric, click the **View History** icon. 2. Review the historical data: - **Automatic Best Method**: Displays data for the **35 days before** the forecast creation date. - **Imported Historical Data**: Includes history for the **last five years** prior to the forecast creation date. --- ### #GenesysCloud #ForecastSourceData #HistoricalData #WorkforceManagement --- # 4.7 Export a Forecast # Exporting a Forecast in Genesys Cloud ## Overview Exporting a forecast allows you to download Workforce Management forecast data in **.CSV format** for future use. The exported data includes metrics such as: - **Offered** - **Average Handle Time (AHT)** > **Note**: All forecast data is exported in **UTC time**. --- ## Steps to Export a Forecast 1. **Navigate to Forecasts**: - Click **Admin**. - Under **Workforce Management**, click **Forecasts**. 2. **Select Business Unit**: - In the upper-right corner, choose the desired **Business Unit**. 3. **Create or Open a Forecast**: - Create a new forecast or open an existing one. - The **Forecast Editor** opens. 4. **Export the Forecast**: - Click the **Export** icon. - The forecast downloads in **.CSV format** to your specified location. --- ### #GenesysCloud #ForecastExport #WorkforceManagement --- # 4.8 Historical Data Import # Historical Data Import in Genesys Cloud The **Historical Data Import** feature allows you to upload historical interaction data for generating forecasts using the **Automatic Best Method**. This feature can also replace test data in native Genesys Cloud historical interaction records. --- ## Prerequisites - **Permission Required**: - `Workforce Management > Historical Data > Upload` --- ## Accessing Historical Data Import 1. Navigate to **Admin > Workforce Management > Historical Data Import**. 2. The **Historical Data Import** page opens. --- ## How Historical Data Import Works - **Historical End Date**: - The latest date and time in UTC that you can include in your import file. - Workforce management uses uploaded data for all intervals **before** this date. - For intervals **after** this date, the system defaults to native Genesys Cloud historical interaction data. - **Setting the Historical End Date**: - Typically set to the time you transition to Genesys Cloud Workforce Management. - Replace test data by setting the historical end date to the end of the test data range, then importing the replacement file. --- ## Uploading Historical Data 1. Under **File to Upload**, browse and select the file to import. 2. **Sample File**: - Click the **Example** link to download a sample **.CSV file** for formatting guidance. - The file is saved to your computer’s Downloads folder. - For detailed formatting instructions, refer to the [Prepare the historical data import.csv file](#) article. --- ## Purging Historical Data - **Purge Action**: - Removes all uploaded historical data from the system. - Purging can take up to 24 hours and completes at approximately **3:00 AM local time**. - After purging, forecasts will default to native Genesys Cloud historical data. --- ## Import History The **Import History** section displays details about imported files, including: - Date Created - Historical Start and End Dates - Import Status - Validation Results > **Note**: For troubleshooting errors during the import process, refer to the [Historical data import validation errors](#) article. --- ### #GenesysCloud #HistoricalDataImport #Forecasting #WorkforceManagement ---