Add historical weeks

Historical data for any queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. is available in the system as historical weeks. Generate a forecast based on this data by adding historical weeks to your forecast. A weighting can be applied to any history week, which increases the effect it has on the forecast.

If any period has been excluded from the forecast using notes in Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., the data for those intervals in that period is set to zero. These intervals are ignored in any forecast calculation.

Procedure

Go to Forecasting and Scheduling. Under Forecasting, select Tactical Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT)..
From the filter pane on the left, select a Campaign, Scheduling period, and Queues.
Expand the details pane on the right and select the History tab.
On the History tab, to add data select Add (+).
On the Create new forecast from historic weeks popup, specify one of the following:
- Week, choose a full week from the calendar.
- Custom week, define a full or partial week, specifying dates for each day selected.
- Month, select the corresponding week to the one your are forecasting for, from a different month.
Select Add week.
To increase the effect that a specific history week has on the forecast, apply a weighting in the history weeks table. The weighting must be a value from 0 to 10.