View and manage forecast source data

You can view and manage weighted historical forecast source data. Steer the forecast as appropriate by editing forecasted calls or chats, calls or chats, and . However, editing this data might not be necessary since the system is gathering data throughout the day to determine how the interaction volume and average handle time is changing.

Example: Modify source data

You can modify source data when an unexpected situation affects typical daily routine. For example: If an electric company has a major power outage, the forecast number of offered interactions for the service department could increase dramatically for a portion of the day. The system can take a few hours to catch up with this increased volume, but the administrator can increase the interaction volume and reforecast for the next few hours.

Access a weighted historical index forecast's source dataClick to expand

Add source days to generate a new weighted forecastClick to expand

Note: Genesys Cloud looks for historic days for the planning group configured in the business unit. If you have not defined any planning groups, the system returns a message indicating that no forecast data exists for the specified date. If you select a date that contains no data, the system does not include it in the Source Data list.

Click Add Source Day.
Select the month and year that contains the data source date and to regenerate the forecast using the date and year lists, or the back and forward arrows.
Click Save.

Remove a source day and generate a new weighted forecastClick to expand

View or edit the weighted average forecast for a specific dateClick to expand

View the weighted average forecast

At the bottom of the Source Data page, the weighted average forecast graph displays information about each forecast date, based on the day selected in the Source Day toolbar. Here, view weighted average calculations, including weighted average offered, abandoned, and average handle time. Rest on over the graph to view forecast details for a specific time. Move horizontally along the graph to view data for included dates and times.

Change the weighted average forecast data

In the Weight column, select the check box next to the source date you want to modify.
Set the percentage change in override of the default values for each metric and to regenerate the forecast using the percentage arrows.
Click Save.

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