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Create an Intelligent Forecast
You created a workload history to aggregate your past work volume trends. Use that workload history to create an intelligent forecast that predicts future case volume based on historic trends. As your real workload catches up to your forecast, the two display in the dashboard, side by side, for comparison.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans: | Workforce Engagement Analyst |
If Machine Learning is set up as the data model in your org, you can create a forecast that projects up to 52 weeks. If you’re using the Holt-Winters model, you can create a forecast for up to 12 weeks. You can use any forecast to create a short-term or long-term capacity plan.
With Machine Learning, we recommend that you use a workload history that’s at least three times as long as the forecast that you want to create. For example, use a workload history with a 60-week time span to create a 20-week forecast.
To create a forecast, the selected workload history must reference a service territory. That service territory must also be active. If you created the workload history before Winter ’23, recreate it so that it includes an active service territory.
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Add a forecast from a workload history or directly from the App Launcher
To add a forecast from a workload history:
- From the App Launcher, open Intelligent Forecasts.
- Open the workload history record that you want to create a forecast for.
- Click Add Forecast. If it’s disabled, the workload history was created before Winter ’23 so it doesn’t have an associated service territory, or the associated service territory is inactive.
To add a forecast directly from the App Launcher:
- Open Intelligent Forecasts.
- Click New.
- Select Intelligent Forecasts and click Start.
- Select a workload history and click Next. The setup flow shows only workload histories that were created after Winter ’23 and that reference an active service territory
There’s a one-to-one mapping between a forecast and its workload history. If you already created a forecast for the selected workload history, select a different one.
- Choose a Forecast Start Date, and a desired number of weeks you’d like to display data for.
- Click Next.
- Select a time interval for your forecast display. After the forecast is created, you can toggle between hourly, daily, weekly, or monthly in the Graph View.
- Name your forecast, and click Save.
- Check the Status column in the Intelligent Forecasts list view to see when your forecast’s aggregation is completed.
- Adjust Your Intelligent Forecast Data
Need to account for a future promotion or upcoming event that could increase workload? Any new data that wasn’t reflected in your workload history can be added to the forecast through an adjustment. You can also use an adjustment to remove certain data from your forecast. - Export an Intelligent Forecast
Export your intelligent forecast as a CSV file.
