Working With Draft Forecasts | Eleveo User Guides

Overview

The studio environment supports the creation of multiple forecasts based on different historical data. It also contains modifiable user-defined settings. Forecasts can be created for different time periods, and may even overlap. Draft forecasts are used when creating the production forecast.

Only only users with the WFM_SCHEDULER role assigned can add, modify, or remove forecasts. Read more about Workforce Management Roles.

The forecast calculation is based on the historical data previously imported into the application, as described on the Importing Data for WFM page. Historical data should contain:

Date and Time – The date and time of the beginning of the time interval for which the data was calculated.
ACD ID (string) – The unique identifier of the ACD that is the source of the data.
Queue (string) – The name of the relevant queue.
Contacts Offered (integer) – The total number of contacts offered to people assigned to the queue during the time interval. This includes both Contacts Handled and Abandoned Contacts.
Average Handle Time (decimal, in seconds) – The Average Handle Time calculated by the ACD for the queue for people handling the referenced contacts during the time interval. AHT should include Talk Time, Hold Time, and After Call Work.

Calculation of data for the future period is done based on the day of the week. Data is calculated in 15-minute intervals. For example, if historical data covers two months from the past, the forecast for any given Monday in the future is performed based on the data from historical Mondays.

To create a forecast for a particular queue, the queue must be added to the application and mapped to the relevant ACD queue (read more on the Managing Queues page). It is not possible to create a forecast for a queue that is not mapped to an ACD queue containing at least 14 days of historical data.

The import of historical data must be completed before creating a queue. After the historical data is imported, proceed to Queue Administration.

Displaying Draft Forecasts

To display existing draft forecasts, click the Forecasting module within the navigation tree. The Forecasting Studio screen opens.

Basic information about existing forecasts is displayed under the following columns:

Name – The name of the forecast.
Status – The current status of the forecast: In Draft or In Production.
Queue – The name of the queue for which the forecast was created.
Forecast Range – The date range covered by the forecast, from a specific start date to a specific end date.
Updated – The date of the last update.

The menu on the right allows further actions related to the forecast:

The View button allows the forecast to be viewed, but not modified. This option is available to users with the WFM_ANALYST or WFM_SCHEDULER role assigned.
The Edit button allows modification of the forecast. This option is available only to users with the WFM_SCHEDULER role assigned.
The Delete button allows removal of the forecast. This option is available only to users with the WFM_SCHEDULER role assigned, and only when the forecast is in the draft stage.

The table below shows which actions are available to each user role:

	VIEW	EDIT	REMOVE
`WFM_ANALYST`	YES	NO	NO
`WFM_SCHEDULER`	YES	YES	YES
`WFM_AGENT`	NO	NO	NO

Available Actions

For more forecasting functionality, go to: