Genesys Cloud (formerly PureCloud)

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Add a short-term forecast

  • 1.  Add a short-term forecast

    Posted 16 days ago
    Edited by Andres Galindo 15 days ago
    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
    #AskMeAnything(AMA)

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    Andres Galindo
    Global Networks Solutions S.A.
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  • 2.  RE: Add a short-term forecast

    Top 25 Contributor
    Posted 14 days ago
    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







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