Forecasting metrics

The following table describes the metrics available when creating a forecast:

Metric	Description
Offered	The projected number of interaction types offered in the forecast range.
Average Handle Time	The sum of the average interaction time and the average after call work (ACW) time. It can be calculated as Average Interaction Time + ACW = AHT.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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