Navigate the short-term forecast


Short-term forecasts show information about the number of interactions that are expected in future weeks. Short-term forecast data includes metrics such as pattern, volume (number of interactions), and average handle time (composed of average talk time, average hold time, and average after call work time). You can also export forecast and source data, create and manage forecast modifications, and filter information by metrics, days, queues, media types, and skill set.

Note: Workforce management supports inbound voice, chat, callbacks, messages, and email media types for forecasting and scheduling. Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as callbacks in forecasts and schedules.

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.


The graph view displays selected metric variables for calculating the short-term forecast. On the left side of the page, expand the categories and display filtering options by clicking the headers. Adjust forecasting calculations by selecting or clearing the check boxes. Collapse views by clicking the headers again.

In the graph area, notice the following:

  • Navigate to the Single Week View and Multiple Weeks View by selecting one of the two icons at the top left of the screen.
  • The Single Week View includes granularity options for 15 mins, 30 mins, 60 mins.
  • The Multiple Weeks View includes daily granularity only.
  • View data for a specific time by pointing to the graph. Move horizontally along the graph to view data for dates and times.
  • The lines on the graph reflect the historic data used to create the forecast and are read-only.
  • The colors on the graph lines represent the associated color-coded metric.
  • The forecast editor appears below the forecast graph. Click and drag to zoom in and select a smaller date range. Clear the zoom filter by clicking outside the selection.



In the Display Options dialog box, you can:

  • Change the forecasting time zone. The default is the business unit's time zone.
  • Select to view modification projection.
  • Specify whether actual values appear for intervals in the past. The default is to show actual values, which appear as dotted lines. 
  • Specify whether to display data in either seconds format or time format (for example, "d hh:mm:ss"). The default display is seconds format (for example, 243 seconds or 4:03). 

To change display options:

  1. Click Admin.
  2. Under Workforce Management, click Short-Term Forecasts.
  3. Create a new short-term forecast, or click an existing short-term forecast to open it for editing.
  4. Click . The Display Options dialog box opens.
  5. Do any of the following:
    • To display modification projection, slide the Show Modification Projection toggle to Yes.
    • To specify whether actual values appear for intervals in the past, slide the Show Actuals toggle to Yes. The default is to show actual values.
    • To specify whether to display data in seconds format, click Seconds. Or to select time format, select Digital. The default is time format.
    • Optionally edit snap interval and time snap interval.
  6. Click OK


The view contains the following information:

Area Description
View Choose from single or multiple week views.
Forecast date boxes Use the date boxes to narrow the time frame currently displayed in the forecast graph.
Forecast filter tags The selected metrics, days, queues, media types, and skill sets currently displayed in the forecast graph.
Forecast metrics Select the metrics to include in the forecast. The colored box next to each metric corresponds to the colored line on the forecast graph. Click the arrow in the Metrics header to expand or collapse this view.
Forecast days Each day, and how many occurrences of each day, used to generate the short-term forecast. Click a day to filter the short-term forecast graph and view associated metrics for the specific day. Click the arrow in the Days header to expand or collapse this view.
Planning groups Search for planning groups associated with the short-term forecast.
Forecast graph and editor

The graph view displays selected metric variables for calculating the short-term forecast. On the left side of the page, expand the categories and display filtering options by clicking the headers. Adjust forecasting calculations by selecting or clearing the check boxes. Collapse views by clicking the headers again.

In the graph area, notice the following:

  • Navigate to the Single Week View and Multiple Weeks View by selecting one of the two icons at the top left of the screen
  • The Single Week View includes granularity options for 15 mins, 30 mins, 60 mins
  • The Multiple Weeks View includes daily granularity only
  • View data for a specific time by pointing to the graph. Move horizontally along the graph to view data for dates and times.
  • The colors on the graph lines represent the associated color-coded metric.
  • The forecast editor appears below the forecast graph. Click and drag to zoom in and select a smaller date range. Clear the zoom filter by clicking outside the selection.
Forecast grid and modifications list View the forecast in grid form. View and edit or modify the list of forecast modifications.