This document outlines the steps for creating contact volume and staffing requirements forecasts for a typical date range (i.e., no “what-if” forecasting, holidays, or other forecasting options). For non-typical forecasting, please refer to other documentation.
Step-by-step
Forecast Profiles
- Navigate to Forecast > Forecast profiles.
- Configure a Forecast Profile appropriate to the date range you’re forecasting for. You can use an existing profile or create a new one depending on your forecasting needs.
- Choose Yes for Use this profile for quick forecasting?
- Click Next.
- Select the data source type.
For contact volume, determine whether to use past data (either a recent number of consecutive past weeks [dynamic profile] or specific weeks from the past [static profile]). - Complete additional information based on the data source type.
- Click Finish.
Published Forecast
- Navigate to Forecast > Published Forecast.
- Select the Activity.
- Go to Quick Forecast and select Perform a quick forecast.
- Enter the Forecast date range and click Generate.
Once the forecast is complete, you can view the report and make revisions.