Main forecast overview
The Main Forecast allows administrators to view and plan for upcoming interactions and their potential average handle time over the coming weeks. It leverages Genesys Cloud’s Artificial Intelligence and Machine Learning-driven Automatic Best Method tto generate a year-long forecast at 15-minute intervals, as well as first- and second-year forecasts on a weekly basis. Based on the Continuous Forecast, the Main Forecast is calculated nightly and made instantly available on the Main Forecast page. This forecast is read-only and cannot be used for scheduling.
Forecast data includes the following metrics:
- Offered – Offered interactions or offered volume
- Average Handle Time – Includes average talk time, average hold time, and average after call work time
You can view the forecast in three views:
- Historical view: View the actual historical data and compare past Continuous Forecast snapshots with the historical actuals
- Trend view: View combined historical and current forecast data and compare trends
- Forecast view: View future forecasts
By default, the forecast is displayed in the time zone of the Business Unit. To change the time zone, select the required time zone from the list on the upper right corner of the Main Forecast page.