Forecasting uses historical data to predict scheduling needs, and build a staffing plan. CXone WFM then uses the staffing plan to generate schedules.
In this page, you can:
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See all the generated forecast jobs. You can view or edit a job by clicking on it.
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Generate a new job by clicking Generate Forecast. With every forecast job, you can generate a staffing plan.
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Create a new job with imported forecast data by clicking Add Imported Forecast Data.
More CXone WFM Forecasting features:
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Create Forecasting Profiles to configure default KPIs for skills. Profiles can save time generating a forecast, especially when you want to set different KPIs for different skills.
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Import historical data using a CSV file. You can import historical data when you don't have enough ACD data, or when your contact center doesn't collect ACD data.
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Mark special days in your forecast or historical data. Use special days for days that don't or won't suit your staffing needs, such as holidays or training days.
If you don't have historical data, you can still import your own staffing plan in the Scheduling section of CXone WFM.