PEC-WFM/Current/Supervisor/ForecastMdl - Revision history

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2020-10-13T23:29:30Z

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2020-07-25T02:39:28Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

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2020-06-08T15:29:48Z

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{{Article
|Standalone=No
|DisplayName=Forecasts
|TocName=Forecasts
|Context=Use the Forecast views to create and edit forecast scenarios and publish optimal scenarios to the Master Forecast.

<br />
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The '''Forecast''' topics explain how to make workload and staffing predictions for one or more sites.

See {{Link-SomewhereInThisManual|topic=ForecastMdl|anchor=ActnTlbr|display text=descriptions of the buttons}} shown in the toolbar image below.

[[File: WM_851_toolbar-forecast-staffing.png|link=]]

You can use the forecast views to:

*{{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=top|display text=Create forecast scenarios}}.
*View {{Link-SomewhereInThisManual|topic=FrcstScn|anchor=top|display text=your scenarios}} and the {{Link-SomewhereInThisManual|topic=MstrFrcstVws|anchor=top|display text=Master Forecast}}.
*Evaluate {{Link-SomewhereInThisManual|topic=FSScnVlmsVw|anchor=top|display text=volume}} and {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=staffing}} estimates for your scenarios and the Master Forecast.
*{{Link-SomewhereInThisManual|topic=PblshExtrFrcsts|anchor=top|display text=Publish}} forecast scenarios to, and extract them from, the Master Forecast.
*{{Link-SomewhereInThisManual|topic=AddActvWndw|anchor=top|display text=Add}} or {{Link-SomewhereInThisManual|topic=RmvActvWdw|anchor=top|display text=remove}} activities from a forecast scenario.
*Create, modify, and apply {{Link-SomewhereInThisManual|topic=FrcstTmpl|anchor=top|display text=forecast templates}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=About forecasting
|anchor=AboutForecasting
|alignment=Vertical
|Media=
|image=
|structuredtext=A ''forecast'' is a prediction of {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Actvs|display text=activity}} workloads for one or more sites, and consists of:

*Predicted customer-interaction volumes, which include information for phone calls, chat, email, outbound calling, back-office work, and so on.
*Predicted average handling time (AHT).
*Staffing (workforce) requirements based on service objectives.

Workforce Management uses these predictions to build optimal schedules for real agents, or for a generic staff of profiles based on those agents. For links to major forecast help topics, see {{Link-SomewhereInThisManual|topic=ForecastMdl|anchor=CrgWrkgFrcts|display text=Creating and Working with Forecasts}}, below.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Creating and working with forecasts
|anchor=CrgWrkgFrcts
|alignment=Vertical
|Media=
|image=
|structuredtext=#The first step in creating a new forecast is to create a forecast scenario for one or more {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Actvs|display text=activities}} using the {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=top|display text=New Forecast Wizard}}. The Wizard {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters screen}} gives the option of creating a scenario with no forecast numbers (to be supplied later) or basing the scenario on a existing forecast.
#If you created a scenario with no forecast numbers, open the {{Link-SomewhereInThisManual|topic=FSScnVlmsVw|anchor=top|display text=Scenario Volumes View}} and use the {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Volume Build Wizard}} to build interaction volume and AHT forecasts for each activity. You can use various {{Link-SomewhereInThisManual|topic=VBWSlctDBMthd|anchor=top|display text=methods}} to build volume, including entering values, using {{Link-SomewhereInThisManual|topic=ForecastMdl|anchor=UsHstDtaFrct|display text=historical data}} or {{Link-SomewhereInThisManual|topic=FrcstTmpl|anchor=top|display text=templates}}.
#Next, open the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Scenario Staffing View}} and build a staffing forecast for each activity.
#After you create and evaluate your scenarios, {{Link-SomewhereInThisManual|topic=PblshExtrFrcsts|anchor=top|display text=publish}} the best scenario to the Workforce Management database. This scenario then becomes the {{Link-SomewhereInThisManual|topic=MstrFrcstVws|anchor=top|display text=Master Forecast}}. WFM Web builds schedules based on the data in the Master Forecast.

===Watch the Videos===
Watch the 4-video series about creating, populating, and publishing forecasts, starting with {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=CrtFrstWthWiz|display text=Video 1}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using the Forecast Scenarios view
|anchor=UsingtheForecastScenariosView
|alignment=Vertical
|Media=
|image=
|structuredtext=The {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=top|display text=Scenarios View}} enables you to open and work with existing scenarios. It also enables you to create, edit, or delete forecast scenarios, and to publish them to the Master Forecast.

*In the Modules tree, click '''Forecast > Scenarios''' to activate the '''Scenarios''' view.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using other Scenario views
|anchor=UsingOtherScenarioViews
|alignment=Vertical
|Media=
|image=
|structuredtext=When you open a forecast scenario, the following views appear on a scenario-specific drop-down menu in the toolbar: {{Link-SomewhereInThisManual|topic=FSScnVlmsVw|anchor=top|display text=Volumes}}, {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Staffing}}, {{Link-SomewhereInThisManual|topic=FrcstScnOhdsVw|anchor=top|display text=Overheads}}, and {{Link-SomewhereInThisManual|topic=ScnGrphsVw|anchor=top|display text=Graphs}}.

*Click a view to open it.

These view options appear on the Views toolbar's Scenarios drop-down list.

Opening additional scenarios adds their view options to these lists. This enables you to switch among views for several open scenarios.

*To remove a scenario's views from the displayed lists, {{Link-SomewhereInThisManual|topic=FSFrcstScnVw|anchor=ClsdScn|display text=close}} that scenario.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using the Master Forecast views
|anchor=UsingtheMasterForecastViews
|alignment=Vertical
|Media=
|image=
|structuredtext=If you have access rights to the Master Forecast, then the Modules tree's Forecast branch always displays three Master Forecast views (regardless of your scenario selections): {{Link-SomewhereInThisManual|topic=MFWVlmsVw|anchor=top|display text=Master Forecast Volumes View}}, {{Link-SomewhereInThisManual|topic=MFVStffgVw|anchor=top|display text=Master Forecast Staffing View}}, and {{Link-SomewhereInThisManual|topic=MFVGrphsVw|anchor=top|display text=Master Forecast Graphs View}}.

*Click these views to open them.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using historical data in forecasts
|anchor=UsHstDtaFrct
|alignment=Vertical
|Media=
|image=
|structuredtext=In most cases, forecasts are based on historical data.

*If historical data for interaction volumes and average handling time (AHT) has been imported, you can create both interaction-volume forecasts and AHT forecasts simultaneously.
*If historical data exists for interaction volume but not for AHT, first create the interaction-volume forecast using any of the forecasting methods. Then create the AHT forecast using a template.
*If historical data exists for AHT but not for interaction volume, first create the interaction-volume forecast using templates. Then create the AHT forecast using any of the forecasting methods.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using the Actions toolbar
|anchor=ActnTlbr
|alignment=Vertical
|Media=
|image=
|structuredtext=You can use the following buttons on the toolbar (the same commands also appear on the '''Actions''' menu):
{{{!}}
!Icon
!Name
!Description
{{!}}-
{{!}}[[File: WM_851_icon-publish.png]]
{{!}}'''Publish'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=PblshExtrFrcsts|display text=Publish Forecast Wizard}}, where you can publish a forecast directly to the master schedule.
{{!}}-
{{!}}[[File: WM_851_icon-add-activity.png]]
{{!}}'''Add activity'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddActvWndw}}, where you can add activities to this forecast scenario.
{{!}}-
{{!}}[[File: WM_851_icon-remove-activity.png]]
{{!}}'''Remove activity'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RmvActvWdw}}, where you can remove activities from this forecast scenario.
{{!}}-
{{!}}[[File: WM_851_icon-save.png]]
{{!}}'''Save'''
{{!}}Saves your changes to this forecast scenario.
{{!}}-
{{!}}[[File: WM_851_icon-save-as-template.png]]
{{!}}'''Save as Template'''
{{!}}Save this forecast scenario as a template.
{{!}}-
{{!}}[[File: WM_851_icon-build-schedule.png]]
{{!}}'''Build'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=VlmBldWiz}}, which builds volume data for the selected activity.
{{!}}-
{{!}}[[File: WM_851_icon-comments.png]]
{{!}}'''Comments'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddCmmtFrcst}}, where you can enter comments for each day of the forecast.
{{!}}-
{{!}}[[File: WM_851_icon-close.png]]
{{!}}'''Open / Close'''
{{!}}Opens the highlighted scenario, closes the current scenario.
{{!}}-
{{!}}[[File: WM_851_icon-use-multi-site-activities.png]]
{{!}}'''Use multi-site activities'''
{{!}}Controls whether WFM Web's calculation of aggregated information includes multi-site activities. You can select this button only if you first select a multi-site activity, business unit, or enterprise in the Objects tree.
{{!}}-
{{!}}[[File: WM_851_icon-required-staffing.png]]
{{!}}'''Required Staffing'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RqdStffgWiz}}. Use it to modify required staffing data in the grid.
{{!}}-
{{!}}[[File: WM_851_icon-split-forecast.png]]
{{!}}'''Split'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RqdStffgWiz|display text=VlmSpltWiz}}, which splits interaction volumes from a multi-site activity to site-specific activities.
{{!}}-
{{!}}[[File: WM_851_icon-budgeting.png]]
{{!}}'''Budgeting'''
{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RqdStffgWiz|display text=StffgBdgtInfo}}, where you to specify the start and end dates of the target range, paid hours and wage that are to be used by the Staffing Forecast Wizard.
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 43: / Line 43: @@
 |anchor=CrgWrkgFrcts
 |alignment=Vertical
-|structuredtext=#The first step in creating a new forecast is to create a forecast scenario for one or more {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Actvs|display text=activities}} using the {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=top|display text=New Forecast Wizard}}. The Wizard {{Link-SomewhereInThisManual|topic=NFWGnrlParams|anchor=top|display text=General Parameters screen}} gives the option of creating a scenario with no forecast numbers (to be supplied later) or basing the scenario on a existing forecast.
+|structuredtext=#The first step in creating a new forecast is to create a forecast scenario for one or more {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=Actvs|display text=activities}} using the {{Link-SomewhereInThisManual|topic=NwFrcstWz|anchor=top|display text=New Forecast Wizard}}. The Wizard {{Link-SomewhereInThisVersion|manual=Supervisor|topic=NwFrcstWz|anchor=NFWGnrlParams|display text=General Parameters}} screen gives the option of creating a scenario with no forecast numbers (to be supplied later) or basing the scenario on a existing forecast.
 #If you created a scenario with no forecast numbers, open the {{Link-SomewhereInThisManual|topic=FSScnVlmsVw|anchor=top|display text=Scenario Volumes View}} and use the {{Link-SomewhereInThisManual|topic=VlmBldWiz|anchor=top|display text=Volume Build Wizard}} to build interaction volume and AHT forecasts for each activity. You can use various {{Link-SomewhereInThisVersion|manual=Supervisor|topic=VlmBldWiz|anchor=VBWSlctDBMthd|display text=methods}} to build volume, including entering values, using {{Link-SomewhereInThisManual|topic=ForecastMdl|anchor=UsHstDtaFrct|display text=historical data}} or {{Link-SomewhereInThisManual|topic=FrcstTmpl|anchor=top|display text=templates}}.
 #Next, open the {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=Scenario Staffing View}} and build a staffing forecast for each activity.

@@ Line 138: / Line 138: @@
 {{!}}[[File: WM_851_icon-add-activity.png]]
 {{!}}'''Add activity'''
-{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddActvWndw|display text=Add Activity}} view, where you can add activities to this forecast scenario.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FSFrcstScnVw|anchor=AddActvWndw|display text=Add Activity}} window, where you can add activities to this forecast scenario.
 {{!}}-
 {{!}}[[File: WM_851_icon-remove-activity.png]]
 {{!}}'''Remove activity'''
-{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddActvWndw|anchor=RmvActvWdw|display text=Remove Activity}} view, where you can remove activities from this forecast scenario.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FSFrcstScnVw|anchor=RmvActvWdw|display text=Remove Activity}} window, where you can remove activities from this forecast scenario.
 {{!}}-
 {{!}}[[File: WM_851_icon-save.png]]
@@ Line 158: / Line 158: @@
 {{!}}[[File: WM_851_icon-comments.png]]
 {{!}}'''Comments'''
-{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddCmmtFrcst}}, where you can enter comments for each day of the forecast.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FSFrcstScnVw|anchor=AddCmmtFrcst|display text=Comments}} window, where you can enter comments for each day of the forecast.
 {{!}}-
 {{!}}[[File: WM_851_icon-close.png]]
@@ Line 178: / Line 178: @@
 {{!}}[[File: WM_851_icon-budgeting.png]]
 {{!}}'''Budgeting'''
-{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=StffgBdgtInfo|display text=Staffing Budgeting Information}} dialog, where you to specify the start and end dates of the target range, paid hours and wage that are to be used by the Staffing Forecast Wizard.
+{{!}}Opens the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ScnStffgVw|anchor=StffgBdgtInfo|display text=Staffing Budgeting Information}} dialog, where you to specify the start and end dates of the target range, paid hours and wage that are to be used by the Staffing Forecast Wizard.
 {{!}}}
 |Status=No
 }}
 }}

@@ Line 24: / Line 24: @@
 *Evaluate {{Link-SomewhereInThisManual|topic=FSScnVlmsVw|anchor=top|display text=volume}} and {{Link-SomewhereInThisManual|topic=ScnStffgVw|anchor=top|display text=staffing}} estimates for your scenarios and the Master Forecast.
 *{{Link-SomewhereInThisManual|topic=PblshExtrFrcsts|anchor=top|display text=Publish}} forecast scenarios to, and extract them from, the Master Forecast.
-*{{Link-SomewhereInThisManual|topic=AddActvWndw|anchor=top|display text=Add}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AddActvWndw|anchor=RmvActvWdw|display text=remove}} activities from a forecast scenario.
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=FSFrcstScnVw|anchor=AddActvWndw|display text=Add}} or {{Link-SomewhereInThisVersion|manual=Supervisor|topic=FSFrcstScnVw|anchor=RmvActvWdw|display text=remove}} activities from a forecast scenario.
 *Create, modify, and apply {{Link-SomewhereInThisManual|topic=FrcstTmpl|anchor=top|display text=forecast templates}}.
 |Status=No

@@ Line 7: / Line 7: @@
 <br />
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

PEC-WFM/Current/Supervisor/ForecastMdl - Revision history

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WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"