Work with short-term forecasts


Prerequisites

The following permissions:

  • Workforce Management > Short-term forecast > AddDelete, 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.

Note: Structure management units with a clear separation of resources and load to ensure no shared load exists across management units. If you cannot guarantee a separation of resources and workload, administrators must manually adjust short-term forecasts each week to account for a percentage of allocated volume handled by a given management unit.

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.

Column Description
Add  Create a new short-term forecast.
Search 

Each column contains a search text box or a list of options by which to filter the items. Depending on your view, locate the category by which you want to filter and do one of the following:

  • If the category column by which you want to filter contains a text box, enter a few letters of the search term. A message appears, informing you that you have changed the filter. Click Apply.
  • If the category column by which you want to filter contains a list, click the arrow at the end of the list and select the value by which to filter.
Refresh  Refresh the list of displayed short-term forecasts.
Start Date Open a short-term forecast by clicking an item in the list.
Date Modified The last date and time the short-term forecast was modified.
Modified By The name of the person who last modified the short-term forecast.
Description Descriptive information about the short-term forecast, if entered.
Delete all selected When you select one or more schedules, the Delete all selected option appears. Click it to remove the schedules.
More  Click this button and from the menu that appears, select Show/Hide Columns or Reset Defaults. These options allow you to add or hide more columns, or reset the view to default settings.

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.

Task Description
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.