International customers should follow these guidelines when creating CSV file to import into a short-term forecast:

• Extended ASCII characters can be used for the Skill Set and Language columns, but proper file type encoding must be ensured. CSV files must be saved as UTF-8 to show extended ASCII characters at run-time.
• Date and time formats must follow the ISO8601 standard (that is, 2016-03-13T04:50:31Z). At runtime, however, the ISO dates and time values from the CSV appear in localized form based on the Genesys Cloud user’s selected login language, not in the ISO format.

If the file contains double-byte characters for languages like Japanese or Chinese, then save the CSV file in Unicode or UTF-8 format. Make sure to do the following before importing a CSV file into Genesys Cloud.

1. Open the CSV file.
2. Click  File > Save As.
3. In the Save as type menu, click Unicode Text (*.txt).
4. Close the file in Excel.
5. Change the file name extension to .csv.

1. Click Admin.
2. Under Workforce Management, click Short-Term Forecasts.
3. Click Menu > Workforce Management > Forecasting > Forecasts.
4. In the upper right corner, click the Business Unit list and select the desired management unit.
5. Click Add. The Add Short-Term Forecast page opens.
6. Click the calendar at the end of the Forecast Week box and then click to highlight a week for the short-term forecast. Display the future or previous state by clicking the arrows next to the month and year or using the lists.
7. In the Description text box, optionally include information to differentiate it from other forecasts for the same week.
8. In the Creation Method area, click Weighted Historical Index with Source Data Import and then select the file to import.
9. Click Add Short-Term Forecast. The short-term forecast opens.

Click to download an example CSV file to use as a starting point for your data source:

Short-term forecast data example