View/Modify Forecast Page 

You display the View/Modify Forecast page by selecting Workforce Management ®Forecasting ® View/Modify Forecast from the Interaction Center Manager’s portal. On this page, you:

·        View and modify forecasts for the current and future weeks

·        View actual forecasts for weeks in the past

A forecast is estimated work based on historical data as obtained from volume indicators. Volume indicators are a measure of activity, such as the quantity of incoming calls, transactions posted or e-mails received. Based on its configuration, volume indicators can report the activity in quarter-hourly, half-hourly, hourly or daily chunks referred to as its granularity.

Once you generate a forecast, you have the opportunity to view and modify the forecasts for future weeks at these different levels of granularity. You modify the volume indicators to:

·        Ensure your volume forecasts are accurate

·        Adjust the forecast to account for any last minute campaigns or events that might impact the interaction center’s business continuity but was not within the historical data upon which the forecast was generated