Reforecast based on trend data

If there is a large deviation between the trend Feature in Speech and Text Analytics that helps users identify changes in customer communication with the contact center, understand any emerging tendencies, and pinpoint any significant events that may require close attention. for your actual data and the active forecast, you can reforecast. Reforecasting gives you forecast data which is closer to the actual performance data.

Reforecasting turns the trend data, which is a projection of the actual data, into forecast data. You can save this new forecast as an instance and edit it using the forecast module.

Before you begin 

You can only Reforecast if the following conditions are met:

• Trend is selected in the Display Options.

• A campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and a scheduling period must be selected. The scheduling period must include the current day.

• The selected Statistics View contains both Call Volume and Average Handling Time.

• There must be actual and forecast data for the queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., it cannot be empty.

• The selected queue or any of the queues in a combined queue cannot be:

  • An outbound phone queue or a project queue.

  • The child of a distributed queue or a virtual queue.

• Your role has been assigned the Reforecast privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

Procedure

1. Go to Forecasting and Scheduling. Under Workforce Analytics, select Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics..

2. From the filter pane on the left, select a Campaign, Scheduling period, and Queues.

3. On the Tools tab, select Reforecast.

4. On the Reforecast dialog, provide a name and select the data to save with the forecast.

5. Select Save, to save the forecast as an instance.

At this point, you have a forecast saved as an instance which can be opened in the 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). module.

Related information

Load forecast instances (Workforce Management Forecasting and Scheduling Guide).