• Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX license 
  • Workforce Management > Schedule > Edit permission
  • Workforce Management > Forecast > View permission

The following are prerequisites to choose a forecast:

  • An existing schedule
  • An existing forecast

If you modify the forecast of an existing schedule, the schedules of the assigned agents stay unaffected. However, if you start to reschedule after the change, the agent schedules are updated, and the Required Staff details are calculated again.

When the forecast is updated, the Required Staff details remain the same, but the Adjusted Required Staff row reflects the staffing needs of the new forecast. No planning group is removed if there are no differences between the original and the new forecast. However, if a planning group in the original forecast is not present in the new forecast, it is removed from the schedule’s planning group drop-down.

Similarly, if there is a new planning group, it is added to the schedule planning group drop-down. If the new planning group is selected in the Schedule Planning Group drop-down, then the Required Staff row does not display a value since the planning group did not exist at the time of schedule creation.

Lastly, if a planning group was present in the original forecast and not in the new forecast, it is automatically removed.

 To choose a forecast for an existing schedule, perform the following steps:

  1. Click Admin.
  2. Under Workforce Management, click Schedules.
    Note: You can access the Schedules page from the Scheduling section on the Workforce Management pane as well.
  3. In the Schedules page, click against the schedule that you want to choose.  
  4. From the Actions menu, select Choose Forecast
  5. The Choose Forecast for Schedule dialog box appears with details of the current forecast in use. In the From the Select Forecast list, it displays the forecasts available for the same date range and business units.
  6. Select a forecast and click Use Selected Forecast to apply the change. The Schedules view displays the schedule updated with the new forecast.