Navigate the Main Forecast page

The Main Forecast view displays one metric at a time. Use the metric selector drop-down list available on the upper left corner of the Main Forecast page to switch between Offered and Average Handle Time metric. The Offered metric is displayed by default.

Select a time zone from the drop-down list on the upper right corner. This field displays the forecast in the time zone of the Business Unit by default.

Access the data for a specific business unit by selecting it from the Business Unit selector on the upper right corner.

The Main Forecast views include:

• – View the historical portion of the data including all the actual interaction data in Genesys Cloud and any data that is imported via Historical Data Import. By default, Genesys Cloud stores up to five years of history. You can use the Historical view to compare historical actuals to past Continuous Forecast snapshots to measure forecast accuracy.
• – View data trends. The graph is a combination of Historical and Forecast Views and allows access to all available data for the Business Unit.
• – View the forecast graph of the current and future portions of the data. You can further use the Forecast View to compare forecast and actual overlays data.

Filter data to a specific date range. In addition, upon mouse hover over, view the business unit time zone and display time zone details.

Control the range of the data that you want to view on the graph. You can use the different pre-configured zoom levels to quickly navigate the graph.

The zoom level impacts the granularity displayed in the forecast chart and when the zoom level does not match the pre-defined options, it is blank. You can also zoom in and out of the chart using the Ctrl and mouse scroll wheel (Windows) and command + (Mac).

Control the granularity of the data you want to view. The following table illustrates the supported granularities per zoom level:

The Main Forecast page supports:

• 15 mins, 30 mins, or 60 mins granularity for the first 59 weeks of the continuous forecast and most recent 31 weeks of actuals.
• Daily granularity for the first 59 weeks of the continuous forecast and up to 261 weeks of actuals.
• Weekly granularity for the entire range of available data.

View the forecasts generated in the past. These forecasts are automatically generated and updated every night, providing refreshed predicted values. You can view a snapshot of the continuous forecast generated in the past on a specific day, allowing you to compare its past versions of the forecast with current version.

Continuous forecast snapshots do not include modifications as they are system-predicted values. For example, if you select a snapshot from one week ago, the chart displays the continuous forecast generated one week ago. You cannot use snapshots for scheduling or capacity planning but you can use it to compare with historical actuals for accuracy and also compare with newer forecasts to see how the forecast has changed over time. 

To configure the color of the snapshot line on the chart, click the colored circle next to the snapshot name and choose a color from the palette. Click the image to enlarge.

Pin segments of the historical data to a specific week in the forecast. For example, you can show last week’s actuals starting this week to make a comparison.

View forecast totals for the selected metric based on the selected date range.

View graph values by hovering the mouse over the graph. View details such as continuous forecast, actuals, and any additional selected datasets.

The widget displays data corresponding to the default data point. The default data point is Latest or middle of the graph, if Latest is not visible based on the selected date range. If both forecast and actuals are available for the specified data point, the comparison widget includes comparative analysis data, such as difference and accuracy.

Select planning groups to filter the data. Use the Quick Filter to find planning groups based on their name. Use the Advanced Search option to find planning groups based on Media Type, Queue, Language, and Skills.

Reset the Main Forecast view to defaults using the following options:

• Reset colors – resets all graph lines to use default colors.
• Reset all settings – resets all settings including the selected view, metric, date range, selected planning groups, selected datasets, and enabled widgets.