Reforecast based on trend data

If there is a large deviation between the trend for your actual data and the active forecast, you can reforecast. Reforecasting gives you forecast data which is closer to the actual performance data.

Reforecasting turns the trend data, which is a projection of the actual data, into forecast data. You can save this new forecast as an instance and edit it using the forecast module.

Before you begin 

You can only Reforecast if the following conditions are met:

• Trend is selected in the Display Options.

• A campaign and a scheduling period must be selected. The scheduling period must include the current day.

• The selected Statistics View contains both Call Volume and Average Handling Time.

• There must be actual and forecast data for the queue, it cannot be empty.

• Any of the selected queues cannot be:

  • An outbound phone queue or a project queue.

  • The child of a distributed queue or a virtual queue.

• Your role has been assigned the Reforecast privilege.

Procedure

1. Go to Tracking. Under Queue Analytics, select Queue Analytics.

2. From the filter pane on the left, select a Campaign, Scheduling period, and Queues.

3. On the Tools tab, select Reforecast.

4. On the Reforecast dialog, provide a name and select the data to save with the forecast.

5. Select Save, to save the forecast as an instance.

At this point, you have a forecast saved as an instance which can be opened in the Forecast module.

Related information

Load forecast instances (Workforce Management Forecasting and Scheduling Guide).