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            Workload Histories and Intelligent Forecasts

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            Workload Histories and Intelligent Forecasts

            A workload history aggregates all or some of a contact center's historic workload volume data. Use a workload history as the foundation to build an intelligent forecast, which predicts future work volume based on your historic trends.

            Required Editions

            View supported editions.

            Understand Your Workloads

            You can visualize and identify trends in your historical workload volumes by using workload histories. When you create an intelligent forecast from a workload history, Workforce Engagement predicts future volume.

            For example, this dashboard shows the contrast between actual volume from a workload history and predictions for the forecasted volume.

            Omni-Channel queue-based routing is used to create workload histories. You select which queues to analyze when you create a workload history. The dashboard shows data for your selected queues.

            To identify trends such as seasonal demands, you can filter the dashboard by date ranges, time intervals, and other criteria.

            Forecasting Models

            When you set up Workforce Engagement, select Holt-Winters as your forecasting model.

            You can create a workload history from 3 weeks to up to 260 weeks (5 years).

            • Admin Checklist for Workload and Forecast Setup
              Format your data to ensure that your team can create workload and intelligent forecasts.
            • Workload and Intelligent Forecast Glossary
              To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results.
            • Create a Workload History
              A workload history aggregates all the historical omni-channel data that you specify. When you create an intelligent forecast later, it makes predictions based on data in a workload history.
            • Create an Intelligent Forecast
              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.
             
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