Long Term Forecasts

Long Term Forecasts employ industry standard algorithms to generate forecasts for queues over periods of up to 36 months. Long Term Forecasts are generated using one of the available algorithms and at least 12 months of historical queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. data.

Programs define ranges and the queues for which a forecast is generated for. As more data becomes available, further ranges can be added to a program and another forecast generated. Where the range of a Long Term 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). for a queue overlaps a scheduling period for that queue, the Long Term Forecast data can be fed into the tactical forecast. A weighting value determines how much effect the Long Term Forecast data has on the tactical forecast data for that period.

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