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            Create a Workload History

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            Create a Workload History

            A workload history aggregates all the historical channel data that you specify. When you create an intelligent forecast later, it makes predictions based on data in a workload history.

            Required Editions

            Example
            Example
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.
            User Permissions Needed
            To view, create, and adjust a workload history: Workforce Engagement Analyst

            When you create a workload history, keep these considerations in mind.

            • There’s a one-to-one mapping between each forecast and its workload history.
            • If Machine Learning is selected as the forecasting algorithm in your org, your workload history must be at least three times as long as the forecast that you want to create. For example, use a workload history that’s 60 weeks to create a 20-week forecast.
            • The workload history creation flow is optimized for customers who use Omni-Channel queue-based routing. Customers who don't use Omni-Channel queue-based routing follow a different set of steps.

            For Omni-Channel queue-based routing workflows:

            1. Click App Launcher | Intelligent Forecasts | New.
            2. Select Omni Workload History.
            3. Select a queue from the Queue Name dropdown menu.
            4. In the Dashboard Filter Name column, enter a name for your queue as you’d like it to appear in the filter dropdown menu.
            5. Click + Add Queue Mapping to map additional queues to dashboard filter names. If you map more than one queue to a dashboard filter name, the dashboard filter dropdown menu lets you filter by your various support queues.
            6. Click Next.
            7. Select to use all history, or filter the data you’re bringing in.
            8. Select a service territory. This service territory sets the time zone in data views for this workload history and its related intelligent forecast and capacity plan.
            9. Select the option to add to a workload history or to create a new one. You can add to an existing workload history if it hasn't been used in an intelligent forecast.
            10. Click Next.
            11. Enter an end date and duration for your workload history, and name it. The maximum duration is 260 weeks or five years.
            12. Click Save, and click Done.
            13. Check the Status column in the Intelligent Forecasts list view to see when your workload history’s aggregation is complete.

            For customers who don't use Omni-Channel queue-based routing:

            1. Click App Launcher | Intelligent Forecasts | New.
            2. Select the Select my own channel radio button to create a workload history from your available channels.
            3. Select a channel to view history for. Each workload history is based on one channel.
            4. Select to use all history, or filter the data you’re bringing in.
            5. Select a service territory. This service territory sets the time zone in data views for this workload history and its related intelligent forecast and capacity plan.
            6. Tell your channel if it’s filterable by Skill, Region, or Custom. Map these filter names to the custom fields you or your admin created in the configuration pre-work.
            7. If you want to include average handle time data, check the Calculate Average Handle Time box.
            8. Click Next.
            9. Click each object, Region, Skill, and Custom, and then map Picklist Value to Dashboard Filter Value. The total number of slices across Region, Skill, and Custom can’t exceed 198.
            10. Select the option to add to a workload history or create a new one. You can add to an existing workload history if it hasn't been used in an intelligent forecast.
            11. Click Next.
            12. Enter an end date and duration for your workload history, and name it. The maximum duration is 260 weeks or 5 years.
            13. Save your changes and click Done.
            14. Check the Status column in the Intelligent Forecasts list view to see when your workload history’s aggregation is complete.
             
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