Hello everyone,

I am testing to implement the workforce management module for a new client.

I ask for your help, I am creating a short-term forecast but when I generate it, no information appears.



HI have created:
business unit
the administration unit
the service goals template
in the planning group I included the Service goal, the media type, and Associate queue
load agents from selected queue
and i have make a work plan with the agents

Even so, the historical traffic does not appear to me, nor the planning group created or associated with the forecast


thanks for your help
#Ask Me Anything (AMA)

------------------------------
Andres Galindo
Global Networks Solutions S.A.
------------------------------

There is a LOT of setup for WFM to be effective and a bunch just to make it work.  From your list, I am assuming either you don't have your agents with the WFM Agent role or you don't have them assigned to work plans/planning groups. 

It is important to setup each section of this page:  https://help.mypurecloud.com/articles/about-workforce-management/

Also, this planning guide is good for inital setup:  https://help.mypurecloud.com/articles/plan-workforce-management/

If you are unfamiliar with WFM, it might behoove you to look at some of these videos:

https://youtu.be/p-bgIKQaGLE

https://youtu.be/UWZDPSmIuQs

https://vimeo.com/315959862







------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-14-2020 11:39
From: Andres Galindo
Subject: Add a short-term forecast

Hello everyone,

I am testing to implement the workforce management module for a new client.

I ask for your help, I am creating a short-term forecast but when I generate it, no information appears.

HI have created:
business unit
the administration unit
the service goals template
in the planning group I included the Service goal, the media type, and Associate queue
load agents from selected queue
and i have make a work plan with the agents

Even so, the historical traffic does not appear to me, nor the planning group created or associated with the forecast


thanks for your help
#Ask Me Anything (AMA)

------------------------------
Andres Galindo
Global Networks Solutions S.A.
------------------------------