Main forecast overview

  • Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
  • Workforce Management > mainForecast > All permission
  • Workforce Management > mainForecast > View permission
  • Workforce Management > Planning Group > View permission
  • Analytics > conversationsAggregate > View permission
  • Routing > Queue > View permission

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

Note: Structure business units with a clear separation of resources and load to ensure that no shared load exists across business units. If you cannot avoid a shared load across business units, adjust forecasts manually each week to account for a percentage of allocated volume handled by a different business unit.

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.