Forecasting FAQs
A forecast in WFM is used to accurately predict how many interactions each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. will handle, and how long we expect the work to take.
Do I need to use profiles to forecast?
No. You can link historical weeks, import data, create a profile, or just type in numbers.
Can I edit profiles?
Yes. Once profiles are created, they can be edited at any time. Load the profile, make your changes, and then save the profile again.
Can profiles be any other length of time than a week?
No. Profiles are limited to a week, but they can contain as many weeks of data as you want.
Reforecasting
Can the WFM application automatically reforecast?
You can use the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. graphs to easily compare forecasted to actual values, and run a report on the deviation from predicted or required values. This comparison identifies the necessary adjustment. You can then return to the Forecast module and change the forecast by using the Scale feature or by adjusting the numbers in the table.
Forecast weighting
How does the weighting feature work?
By averaging the data from several weeks, a profile can smooth out the random quirks that can distort your forecast. At the same time, averaging can blur distinctions that let you anticipate patterns in your contact The entire communication experience for a customer, from beginning to end. volume.
To avoid this issue, Forecasting and Scheduling lets you use weighted averages, allowing you to assign less weight to de-emphasize weeks with irregular behavior, or to assign more weight to emphasize weeks with important patterns.
Absenteeism in forecasts
Can I use absenteeism from this time last year?
Only if you copied the week from a week from last year. Otherwise, you must determine it yourself.
Importing data into forecasts
Should I import data directly into the forecast?
You can import data directly into the forecast. In case you want to use the data contained in the forecast in future, you should save the forecast.
Scaling AHT from the Forecast thick client
After scaling AHT from the Forecast thick client, why is the AHT at the combined level different after loading the forecast?
When scaling AHT from the Web and thick client, the percentage change is applied to each queue for AHT. This is not CV weighted. These combined values are saved to the database.
When loading the forecast from the Web, the forecast is loaded from the database (FORECASTTIMESERIES table).
When loading the forecast from the thick client, the combined values are calculated from CV and AHT from each individual queue, and this is CV weighted.
Therefore, there are some inconsistencies at the combined level for AHT in the thick client. This does not occur in later versions, as the forecast from the Web loads forecast data from the database.