• All Files

 

Forecasting > View Forecast Runs and Results

View Forecast Runs and Results

Required Permission — WFM Permissions>Forecaster>Forecast Runs>Create, WFM Permissions>Forecaster>Forecast Runs>View Others, or both

OverviewClosed

Forecasts are predictions of future call volume based on historical volumes. inContact WFMv2 offers a number of algorithms you can use to produce forecasts.

This topic explains how to view forecast runs and their results.

  1. Click WFOWFMv2 PortalForecasterManage Forecast Runs. Basic information about forecast runs, including their status, appears on this page.
  2. Click the View icon for a forecast to open the Forecasts by Contact Group page shown at the beginning of this topic. You can only view forecast runs with a status of Completed, Published, or Official.
  3. Optional: To work with the forecast call volume for a Contact Group, click one or more of the following icons under Volume > Forecasts on the line for that group:
    1. Click the View icon to view the forecast results, to edit the Forecast Call Volume field, to edit the Forecast AST field, or any of these.
    2. Click the Download icon to download the forecast results as a comma-separated values (.csv) file.
    3. Click the Graph icon to view a graph of actual data vs. forecast results.
  4. Optional: To work with statistics for the forecast call volume for a Contact Group, click one or more of the following icons under Volume > Detailed Statistics on the line for that group:
    1. Click the View icon to view the statistics. Several additional reports can be accessed from the View Detailed Statistics page.
    2. Click the Download icon to download the statistics as a comma-separated values (.csv) file.
  5. Optional: To work with the forecast average service time (AST) for a Contact Group, click one or more of the following icons under Average Service Time> Forecasts on the line for that group:
    1. Click the View icon to view the forecast results, to edit the Forecast Call Volume field, to edit the Forecast AST field, or any of these.
    2. Click the Download icon to download the forecast results as a comma-separated values (.csv) file.
    3. Click the Graph icon to view a graph of actual data vs. forecast results.
  6. Optional: To work with statistics for the forecast AST for a Contact Group, click one or more of the following icons under Average Service Time > Detailed Statistics on the line for that group:
    1. Click the View icon to view the statistics. Several additional reports can be accessed from the View Detailed Statistics page.
    2. Click the Download icon to download the statistics as a comma-separated values (.csv) file.
  7. Optional: To download forecast call volume for all Contact Groups, click the Download icon under Volume on the line following the final group.
  8. Optional: To download statistics about the forecast call volume for all Contact Groups, click the Download icon under Detailed Statistics on the line following the final group.
  9. Optional: To download forecast AST for all Contact Groups, click the Download icon under Average Service Time on the line following the final group.
  10. Optional: To download statistics about the forecast AST for all Contact Groups, click the Download icon under Average Service Time > Detailed Statistics on the line following the final group.
  11. Click either Back button to return to the Manage Forecast Runs page.

Related References