Reviewing and Modifying the Forecast 

Use

You can view the forecasted workload on the Workload page by selecting Workforce Management → Forecasting → View and Modify Forecast from within the Interaction Center Manager’s portal. A forecast is estimated work based on historical data as obtained from volume indicators. You have the opportunity to review and modify the volume indicator forecast before using it to generate a schedule.

 

Prerequisites

You have successfully calculated a forecast.

 

Activities

These are the general steps you use for each volume indicator you want to review or modify:

...

       1.      Select the indicator and then click Review/Modify Forecast.

       2.      Review the values at the desired granularity.

       3.      Make adjustments to the forecast using either of these methods:

¡        Forecast Adustments for a Part of a day

¡        Making Single Segment Forecast Adjustments

       4.      Repeat these steps for each indicator.

       5.      Once you have completed your changes, click Update Forecast to launch a demand forecast calculation.

       6.      You are positioned at the Calculation Status page to monitor the calculation processing. See Calculation Status Page fore more information.

       7.      Once the demand forecast is complete, click Review/Modify Forecast to ensure your forecast accurately represents your changes.

If necessary, you would repeat these steps if the recalculated forecast does not meet your business requirements.