You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.
To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans:
Workforce Engagement Analyst AND Workforce Engagement Planner
Intelligent forecasts use Holt Winters forecasting model. You can create forecasts and capacity plans for up to 12 weeks. To create a forecast, the selected workload must reference an active service territory.
From the App Launcher, open Intelligent Forecasts.
Click New.
Enter a forecast name and description.
Select the workload to use for the forecast.
Select the Forecast History Period Start Date.
Specify the number of weeks of historical data to use for the forecast.
Select the Forecast Start Date.
Specify the number of weeks of forecast data, up to 12 weeks.
Select a forecasting model. The interval defaults to hourly.
Save your changes.
To monitor forecast processing, check the Status column in the Intelligent Forecasts list view. After the forecast completes, you can view the Data Graph View and Data Detail View, export the data, or create a capacity plan from the forecast record page.
If the selected historical date range extends beyond the workload's available data, the workload is updated automatically before the forecast is created. After the workload update is complete, forecast processing starts automatically.
Adjust Your Intelligent Forecast Data Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast.
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