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Forecasting overview

Interaction Optimizer’s forecasting features automates the process of creating and managing short- and long-term forecasts, reducing time spent by WFM administrators to configure these calculations manually. It includes:

Note: Before you configure forecasting, make sure you select the appropriate Scheduling unit from the Interaction Optimizer Home page.




Manage short-term forecasts, including view or modify volume and average handle time. These forecasts show interval level data for one week at a time, and are typically created for weeks less than three months in the future. Forecasts are used when generating schedules.

Long-term forecasts

Manage long-term forecasts, including view or modify volume, average handle time, and headcount requirements for many weeks. These forecasts show months or years of data, and are typically used for time off and headcount planning.