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

    Andres Galindo
    Global Networks Solutions S.A.

  • 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:

    Also, this planning guide is good for inital setup:

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

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect