Main forecast overview

Prerrequisitos
  • Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital o licencia Genesys Cloud EX
  • Los siguientes permisos:
    • Workforce Management > mainForecast > All
    • Workforce Management > mainForecast > View
    • Workforce Management > Planning Group > View
    • Analítica > conversaciones agregadas > Vista
    • Enrutamiento > Cola > Vista

Main Forecast enables the administrator to view and plan for interactions offered and their potential average handle time for upcoming weeks. It uses Genesys Cloud Artificial Intelligence and Machine learning-driven Automatic Best Method to provide a year’s forecast at 15-minute granularity, and the first and second-year forecasts on a weekly basis. Main Forecast is based on Continuous Forecast, and is calculated every night and is instantly made available on the Main Forecast page. 

Forecast data includes the following metrics:

  • Offered – Offered interactions or offered volume
  • Average Handle Time – Includes average talk time, average hold time, and average after call work time

You can view the forecast in three views:

  • Historical view – View the actual historical data and compare past Continuous Forecast snapshots with the historical actuals
  • Trend view – View combined historical and current forecast data and compare trends
  • Forecast view – View future forecasts

Note: Structure business units with a clear separation of resources and load to ensure that no shared load exists across business units. If you cannot avoid a shared load across business units, adjust forecasts manually each week to account for a percentage of allocated volume handled by a different business unit.

By default, the forecast is displayed in the time zone of the Business Unit. To change the time zone, select the required time zone from the list on the upper right corner of the Main Forecast page.