Documentation:PSAAS:WMCloud:FrcstScn:Public

Forecast Scenarios

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Workforce Management in Genesys Engage cloud.

After you create a forecast scenario using the New Forecast Wizard, use the Forecast Scenarios View to open the forecast scenario.

1. Select Forecast from the Home menu on the toolbar.
2. Select Scenarios from the Forecast menu.
3. Select a scenario from the list in the data pane, and open it by clicking the open icon () in the toolbar or by double-clicking the scenario itself.
4. Select the open scenario's name from the Forecast menu on the toolbar.
   Tip

   All open scenarios appear on the menu.
5. Select one of these views from the <selected scenario name> menu:

   Volumes	Enables you to build, view, and edit a scenario's interaction volume and average handle time.
   Staffing	Enables you to build, view, and edit a scenario's calculated and required staffing.
   Graphs	Displays your choice of statistics for this forecast, using line charts.
   Overheads	Displays the weekly shrinkage forecast for a selectable period.

6. In the Objects tree, select an activity, site, business unit or enterprise.

Working with Forecast Scenarios

From the Forecast Scenarios view you can:

• View interaction volume and AHT forecasts in the Scenario Volumes view or create interaction volume and/or AHT forecasts using the Forecast Volumes Build Wizard.
• View staffing forecasts in the Scenario Staffing view or create staffing forecasts using the Staffing Build Wizard.
• View the forecast scenario in graph format.
• Add comments to the forecast scenario.
• Publish forecast scenarios to the Master Forecast or extract from the Master Forecast into a forecast scenario.

Some restrictions apply when viewing or deleting Forecast scenarios:

• Users must have access to at least one Activity in the Forecast scenario to see it.
• Users must have access to all Activities in the Forecast scenario to delete it.