Introduction to AI-Powered Workforce Management Forecasting

AI-powered workforce management forecasting in PureConnect is available in Interaction Optimizer. Interaction Optimizer includes a forecasting option to use the cloud-based AI-powered forecasting service. Interaction Optimizer sends historical data to the service and, based on that data, the service determines outliers and missing data. The service chooses the best forecasting method to use and which parameters to use within the selected method. The service supports weekly forecasting.

For information about using the forecasting method, see the Interaction Optimizer help.

When Genesys creates your Genesys Cloud organization, it must have the Genesys Cloud wfmAiPoweredForecasting product key assigned, with the following permissions:

• wfm:adhocForecast:add
• wfm:adhocForecast:view

The AI-powered forecasting service provides users with an easy-button approach to an otherwise complex operation of predicting the workload and service time of agents for contact center planning.

The automated forecasting service does the following:

• Performs data transformation and clean-up
• Detects and deals with outliers and holiday effects
• Detects seasonality and trend patterns
• Optimizes using multi-fold cross-validation to select the best of many algorithms

Because it is cloud-based, updates to the forecasting service are automatically applied. The service is continuously evolving and growing with a continuous infusion of the most cutting edge algorithms in the library and inspired by the latest research in the field. Genesys leverages best practices in data science and in the industry.