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Forecasting

The Forecasting page (/forecasting) is where WFM analysts build and publish demand scenarios — projected contact volumes per interval, the AHT they expect, and the resulting required agent counts after shrinkage adjustment.

The page has two tabs: Forecast Scenarios and Volume History.

Forecast scenarios​

A scenario is a named projection over a date range with a chosen interval granularity (typically 15 or 30 minutes). Each row shows:

  • Name of the scenario
  • Period covered (start → end)
  • Interval (e.g., 15 min)
  • Status — draft or published

Row actions:

  • Intervals opens a paginated drawer with the per-interval breakdown: forecasted contacts, required agents (raw demand), gross staffing (shrinkage-adjusted), and actual deployed agents once a schedule is published against this scenario.
  • Publish moves a draft scenario to published, making it the official baseline for schedule generation.

Volume history​

The Volume History tab is the historical record of imported contact volume — the data the forecast model trains on. Each row shows channel, timestamp, and average handle time (AHT). Used to inspect whether the input series looks clean before publishing a scenario built from it.

Where forecasts feed​

A published scenario is the input to schedule optimisation (Schedule → Drafts). The optimiser reads required agents per interval and tries to produce a shift plan that covers it within labour-compliance constraints.