Forecasts

Forecasts are used to predict the amount of work for an upcoming scheduling period based on historic statistical data.

When you create a forecast, it becomes your active forecast. You can set this forecast as the base forecast or save it as an instance to use later. The active forecast is used by the Calendar to generate a schedule and to track the performance of queues. Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. lets you compare actual data from your automatic call distributor (ACD) against the forecasted data for that period.

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