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 Workforce Management (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 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.
This guide covers the following topics:
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Dependency between draft and production forecasts.
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Creating a draft forecast.
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Creating a production forecast based on previously created draft forecasts.
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