View and manage short-term forecast source data

You can view and manage short-term forecast source data. Steer the short-term 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.

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.

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Source Data and Forecast
Forecast name
Source day toolbar
Weight column
Source Date column
Offered column
Abandoned column
Average Handle Time (seconds) column
Weighted average forecast graph

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

Note: PureCloud looks for historic days for the queue and media type combinations specified in the service goal groups. If you have not defined any service goal groups, the system returns a message indicating that no forecast data exists for the specfied 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 per media type. 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.