Working with short-term forecasts

The Forecasts area of the Interaction Optimizer Home page includes tools to help you plan how many interactions are expected in future weeks.

Manage short-term forecasts including viewing or modifying volume and average handle time. These forecasts show interval level data for one week at a time, and are typically created for weeks that are less than 3 months in the future. Forecasts are generally used when creating schedules

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

Volume Forecasting allows you to review data, configure and execute interaction volume forecasts. Volume Forecasts are a part of the greater schedule creation process.

1. To create a new forecast, click the Create forecast link.

2. To create, open, rename, and delete selected forecasts as well as manage day classifications, in the Forecasts area click Forecasts. The Forecasts grid opens.

3. To choose a previously created forecast, in the Forecasts area click the arrow at the end of the drop-down list and choose a forecast, then click the Open selected forecast link.

Tip: The drop-down list shows the most recently used forecasts. If you do not find the forecast you want to open, click the Forecasts link to view a complete list of forecasts.