Work with short-term forecasts
The following permissions:
- Workforce Management > Short-term forecast > Add, Delete, Edit, and View
Short-term forecasts help you plan how many interactions to expect in future weeks. Short-term forecast data includes such metrics as pattern, volume (interactions offered), and average handle time (composed of average talk time, average hold time, and average after call work time). These forecasts show interval-level data for one week at a time and occur less than six weeks in the future. Use a short-term forecast for scheduling agents to meet desired service goals given certain constraints.
Before you begin, make sure that you select the appropriate management unit from the list, located in the upper right corner.
The short-term forecasts list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those outside of the +/- 26-week window.
View from a different time-zone
By default, this view uses the management unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.
For more information about short-term forecasts, see the tasks outlined in the following articles.
|Navigate the short-term forecast||View information about the expected interactions offered, analyze forecast metrics, export forecast and source data, manage forecast modifications, and filter information by metrics, days, queues, media types, and skill set.|
|Add a short-term forecast||Add a new short-term forecast, configure a work plan, and configure the forecast week, description, and data source.|
|Filter and sort workforce management items||Depending on your view, you can narrow or categorize workforce management items for search purposes.|