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A forecast is an estimate of the amount of resources needed, in the future, to handle a predicted workload at a defined service level. In the Eleveo WFM application a forecast is an object used for scheduling purposes, it is created for a group of users and for a specific work queue. Forecasting is simplified by the ability to create multiple draft forecasts that can be published to production immediately, or may be used later when a final forecast is built from multiple draft forecasts. Forecasting is done based on historical data taken from Automated Call Distribution (ACD) systems such as Cisco UCCE/X, Genesys or others.

Read this guide if you would like to:

  • understand the dependency between draft and production forecasts
  • learn how to create a draft forecast
  • learn how to create a production forecast based on previously created draft forecasts
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