PureCloud WFM and Decisions users now have access to a new class of WFM forecasters. For years, most WFM vendors have had rather simple forecasting techniques in their WFM platforms. As a result, many companies have built their own home-grown forecasting spreadsheets.
In PureCloud and the latest version of Decisions, is a new approach to forecasting, one that takes the power of cloud computing and AI to bring the best of the best forecasting technologies to WFM.
Here's how it works. There are 4 major steps to the forecaster.
- Historical call center data is consolidated and sent to the forecasting service in the cloud. If you are a PureCloud WFM user, your data is already in the cloud. If you are a Decisions customer, your data will be sent to our servers.
- The data will be processed to create a clean data set for forecasting purposes. Missing data will hit a variety of algorithms to fill in your history, and outliers will hit three separate outlier detection algorithms to determine if the data points are truly anomalous.
- The data stream will be analyzed to note whether there is seasonality and its periodicity, whether there are trends up or down.
- (This is the coolest step): Based upon the data analysis in step 3, the system will use the appropriate forecasting methods, of the 27 state-of-the-art methods (and gorwing) in our cloud library. We will spin up CPU's and crank through over 700,000 forecasts and compare them to find the one with the least amount of error. A best-of-the-best forecast.
Here's the rub. This whole process, because we are using the power of cloud computing, typically takes a minute or so to run. We've tested thousands of data streams, and these forecasts are very solid.
PureCloud WFM customers have had access to this approach for about a month-I am curious if you've noticed a change in your forecast accuracy??
#Decisions#IndustryTopic#WorkforceManagement------------------------------
Ric Kosiba
Genesys
Ric.Kosiba@genesys.com------------------------------