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 management 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:

  • 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.
  • User-defined modifications, once created, appear below the graph and apply to the graph data in consecutive order, when selected. Because the modifications have their own filter set, they may not apply to the current graph data. Editing the modification sets the filters for that modification, and the modification table displays the available filters.

In the Display Options dialog box, you can:

  • Change the forecasting time zone. The default is the management 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. 
  • 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

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Source Data and Forecast
Forecast Metrics
Forecast graph and editor
Forecast Skill Set
Forecast Languages
Forecast media types
Forecast Days
Forecast Queues
Forecast date boxes
Forecast filter tags
Display Options
Export forecast
Forecast summary