Edward,
The only way that I know how to exclude holidays from impacting a forecast has been to use weighted historical index, and then in the forecast source data, remove the impacted day of forecast and then sometimes the day after the forecast. Add a previous day back into the forecast that is not a holiday.
When building the holiday forecast for the week of holiday, I use modifications from the forecast tab and add offered with modification Set Value Over Range to new value 0, and this eliminates any calls from that day.
You can also use this same feature to increase volumes on the day after holiday or before the holiday with change to give a more accurate forecast. Click on the day or days you want to increase the forecast on, go to modifications from the forecast screen. In the below example, I wanted to increase calls for all planning groups by 10%. Click finish changes for the modification to complete.
You will see the below modifications with the dotted line indicating the increase.
I truly wish we could had the ability to add in a holiday table that would pick up the holidays and forecast at zero for those days, but I have not seen this feature in PureCloud. I have seen this feature in other WFM tools and it has made things a lot easier.
Hope this helps.
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Lisa Cummings
AdaptHealth LLC
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Original Message:
Sent: 10-25-2021 20:36
From: edward herrera
Subject: Holiday Forecasting
Thanks for answering me. Can you tell me how I can meet with you?
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edward herrera
Interaxa Colombia S.A.
Original Message:
Sent: 10-25-2021 19:23
From: Lisa Cummings
Subject: Holiday Forecasting
Set up a quick meeting for us and I will walk you through it
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Original Message:
Sent: 10/25/2021 7:09:00 PM
From: edward herrera
Subject: RE: Holiday Forecasting
Hello.
I am setting up a Schedule in WFM Genesys Cloud. Can you tell me how to exclude holidays for a certain month?
I have used the Routing/Schedules functionality and it seems this functionality is only for routing issues, not for WFM.
I appreciate your reply.
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edward herrera
Interaxa Colombia S.A.
Original Message:
Sent: 10-08-2020 10:52
From: Chip Funk
Subject: Holiday Forecasting
I am attaching a link regarding the various forecasting options that you might find helpful or perhaps launch additional research that might help. https://help.mypurecloud.com/faq/what-method-should-i-choose-when-i-create-a-short-term-forcast/
Automatic Best Method is designed to help to reduce or eliminate much of the qualitative decision making for you as described in the documentation. However, more data is better for reflecting seasonality when using this method.
Weighted Historical Index uses the history in Genesys Cloud that you have configured to produce the forecast. You have the option with WHI to add days (upper right had corner) from your history to be used as source days that are outside what the tool has pulled in for you. If you have holidays in your history, you can add those specific days for use as source data to produce your future forecast.
Both methods allow you to make modifications to better reflect your expectations for a future date rooted in your knowledge of your historical workload patterns.
https://help.mypurecloud.com/articles/add-a-forecast-modification/
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Chip Funk
Manager, Business Consulting
Genesys - Employees
Original Message:
Sent: 10-08-2020 09:24
From: Lisa Cummings
Subject: Holiday Forecasting
I have used both Automatic Best Method Selection and Weighted Historical Index. We have been transitioned to Genesys Cloud over the last 6 months. I was able to get day of week from last year and was trying to figure out how to apply it to the forecast.
Also, when I run the forecast for Thanksgiving week, it is still forecasting calls for the holiday. Is there a holiday table that has specific dates when our center is closed? Where is that located?
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Lisa Cummings
AdaptHealth LLC
Original Message:
Sent: 10-08-2020 08:11
From: Chip Funk
Subject: Holiday Forecasting
Hi Lisa,
Which WFM product are you using? Disregard this question as I see from other questions you have asked you are using Genesys Cloud WFM.
What forecasting method are you using when creating your forecast?
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Chip Funk
Manager, Business Consulting
Genesys - Employees
Original Message:
Sent: 10-07-2020 11:38
From: Lisa Cummings
Subject: Holiday Forecasting
Can someone explain how holidays can be excluded from forecast? Also is there a way to weight the call forecast up or down based on holiday?
#Forecasting/Decisions
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Lisa Cummings
AdaptHealth LLC
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