Create an initial forecast

Create an initial forecast and select it as the base forecast, which is the forecast used when you generate and publish schedules.

Procedure 

1. Create a forecast and select it as the base forecast:

   1. Go to Forecasting and Scheduling. Under Tactical Forecasts, select Forecasts.

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

   3. Select Base on the ribbon.

2. Incorporate actual or forecast backlog data in your forecasts:

   1. Select Fetch backlog on the ribbon.

   2. On the Fetch backlog popup, select to get the actual or forecasted backlog data from a selected scheduling period.

   3. Select Ok.

3. Specify an interim backlog value in the middle of a scheduling period for a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. or combined queue:

   1. Expand the details pane on the right.

   2. Select the cell and enter data manually.

   3. Select Save.

4. Note the following:

   • When the forecast profile is created from Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. and loaded 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, the interim backlog value is populated with the actual backlog value. If the actual backlog does not exist for the current time, select the most recent actual backlog.

   • The interim backlog for a combined queue distributes proportionally to individual queues (like the starting backlog for combined queues). According to the actual individual backlog distribution, the system distributes the starting or interim backlog at the combined queue.

   • If the actual backlog at the individual queues is zero, which could happen for a starting backlog, there is an even distribution among the individual queues.

   • The interim backlog setting, by default, propagates to the entire queue list. You can overwrite the interim backlog for a specific queue or combined queue by customizing the setting for that queue.

   • The next time you generate the schedule, the backlog is reset to the specified interim backlog for that time. Schedules are then generated based on those values.

What to do next 

Generate and publish the schedule

Related topics 

Generate a forecast for an immediate or deferred queue

Fetch a backlog from the selected period

Enter a backlog manually