Export forecast data

To make forecast data available to a third party application, export both volume and AHT to an external file for immediate and deferred queues. When exporting, you can select the time zone and time intervals of 15 minutes, 30 minutes, or 1 hour.

For an outbound queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., you can export connect rate, AHT, right party connect rate, and RPC activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. handling time with intervals of 15 minutes, 30 minutes, 1 hour, or 1 day.

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.
Select the Export button on the ribbon.
Complete the parameters in the Export dialog:
- Export file name. A .txt extension is automatically added to the specified file name.
- Data to export: Select which data to export.
- Time interval: Select between 15 mins, 30 mins, 1 hour, or 1 day intervals.
- Time zone: Select between the time zone of the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. or UTC.
- Delimiter: Select whether the data is tab or comma separated.
Select Export.