You can view and manage weighted historical forecast source data. Steer the forecast as appropriate by editing forecasted offered calls or chats, abandoned calls or chats, and average handle time. However, editing this data might not be necessary since the system is gathering data throughout the day to determine how the interaction volume and average handle time is changing.

Example: Modify source data

You can modify source data when an unexpected situation affects typical daily routine. For example: If an electric company has a major power outage, the forecast number of offered interactions for the service department could increase dramatically for a portion of the day. The system can take a few hours to catch up with this increased volume, but the administrator can increase the interaction volume and reforecast for the next few hours.

  1. Click Admin.
  2. Under Workforce Management, click Forecasts.
  3. In the upper right corner, click the Business Unit list and select the business unit.
  4. Create a new or open an existing short-term forecast. The forecast editor opens.
  5. Click Source Data.

Note: Genesys Cloud looks for historic days for the planning group configured in the business unit. If you have not defined any planning groups, the system returns a message indicating that no forecast data exists for the specified date. If you select a date that contains no data, the system does not include it in the Source Data list. 
  1. Click Add Source Day.
  2. Select the month and year that contains the data source date and to regenerate the forecast using the date and year lists, or the back and forward arrows.
  3. Click Save.

  1. Select the check box next to the source date you want to remove.
  2. Delete the day and regenerate the forecast by clicking the Remove Source Day button.
  3. Click Save.

View the weighted average forecast

At the bottom of the Source Data page, the weighted average forecast graph displays information about each forecast date, based on the day selected in the Source Day toolbar. Here, view weighted average calculations, including weighted average offered, abandoned, and average handle time. Rest on over the graph to view forecast details for a specific time. Move horizontally along the graph to view data for included dates and times.

Change the weighted average forecast data

  1. In the Weight column, select the check box next to the source date you want to modify.
  2. Set the percentage change in override of the default values for each metric and to regenerate the forecast using the percentage arrows.
  3. Click Save.