Creating a working forecast (8:29) – Support Portal

How to create a working forecast.

Create a Working Forecast
Create a working forecast	1. Go to Forecast > Working forecasts.
	2. Select Click here to create a new forecast.
	3. Give the forecast a descriptive name and Save.
or Use an existing Forecast Worksheet
Navigate to an existing Forecast Worksheet	1. Go to Forecast > Working forecasts.
	2. Find and open the working forecast (likely the one with the greatest number of current revisions).
	3. Click the name of the working forecast to open the forecast worksheet.
Best practice Create one working forecast to use throughout the year. This is much more efficient and will help keep everything in one bucket. If you have 17 activities, you generate your CV and AHT all at once then revise individual activities, if needed.

Working Forecast Contact Volume
Generate forecast data
This process generates the expected 15-minute interval call volume and average handle time for the date range, based on historical data.	4. In the navigation pane under Working Forecast Contact Volume, click Generate forecast data.
	5. Select the activity (site) and forecast dates—typically two weeks in advance, one week at a time. Click Next.
	6. Pick a forecast profile from the list. Click Select then Next.
	7. Click Next again.
	8. Click Import data then when finished click Next.
	9. Select Classic Community Forecast. Click Next then click Next again.
	10. Click Generate forecast and when complete click Finish.
Confirm and verify the forecast data.	11. Select View forecast reports. The report opens in a new browser window.
	12. In the options panel, select the activity (site) and date range.
	13. Click Apply options.
	14. Review the contact volume and AHT results to confirm that there is data present and that it makes sense.
	15. When finished, close the window, and return to Forecast Worksheet.

Working Forecast Staffing Requirements
Generate clusters
This generates clusters for things like cross-training.	16. Remain on the working forecast worksheet. (Forecast > Working forecast > open the working forecast).
	17. In the navigation pane, click Generate clusters under Working Forecast Staffing Requirements.
	18. Leave drop-down as Agent activity assignments. Click Generate clusters.
	19. Click Finish.

Generate forecast
This generates the agent staffing requirements at 15-minute intervals for the selected data range.	20. In the navigation pane, click Generate forecast under Working Forecast Staffing requirements.
	21. Select the activity/site and date range then click Next.
	22. Click Next to use the default service metrics from the Enterprise Model (EM). Click the pencil icon to edit.
	23. Click Next to include the defaults for shrinkage from the EM. Click the pencil icon to edit.
	24. The system generates the forecast data. When complete click Finish.
Confirm and verify the staffing requirements.	25. Click View forecast reports under Working Forecast Staffing requirements.
	26. Select the site and date range then click Apply options.
	27. Select the Staffing Hours tab in the report to view more data and verify the Total Adjusted FTEs.
	28. When finished, close the browser window to return to the Forecast worksheet.

Publish forecast data
This publishes the forecast so the data can be used in creating schedules.	29. In the navigation pane, click Publish forecast data under Working Forecast Staffing requirements.
	30. Select the site and date range.
	31. Click Publish Forecast then click Finish.

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