Workforce Engagement Management

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  • 1.  Ability to check when a reforecast was done?

    Posted 10-10-2022 02:15
    Hi

    I'm wondering if there is a report / or somewhere we can create our own, where it shows when a reforecast was created and what the published date/time was?

    Thanks
    Karen
    #Forecasting

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    Karen Bolton
    Water Corporation
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  • 2.  RE: Ability to check when a reforecast was done?

    GENESYS
    Posted 10-10-2022 09:45
    Karen,

    There is an audit log view feature in the Admin panel that can show you schedule updates as schedules are rescheduled and (re)published intraday.  It is available via an additional permission below. https://help.mypurecloud.com/articles/about-the-audit-log-viewer/

    Prerequisites
    • Admin role
    • audits > audit > view

    This will show who and when updates were made to a schedule including Accepted and Published rescheduling, hopefully that will get you closer to what you're looking for.



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    Chuck Swain
    Genesys
    WEM Leadership
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  • 3.  RE: Ability to check when a reforecast was done?

    Posted 10-10-2022 22:04
    Thanks Chuck - I should have mentioned our WFM isn't in the Cloud, so I dont have this version of WFM.  I am on
    Version 8.5.212.22 - is there a similar feature in that? I'm particularly looking for IV and AHT reforecasting rather than staff.
    Thanks again, Karen


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    Karen Bolton
    Water Corporation
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  • 4.  RE: Ability to check when a reforecast was done?
    Best Answer

    GENESYS
    Posted 10-11-2022 08:17
    Hi Karen

    If you go to Reports > Performance Reports > Contact Center Performance Report for information on how accurate the forecast was.

    For Admin side - created  / modified - you can see that on the scenario data tab, the owner column will tell you who created it and I used to ensure the comments field was populated by whoever modified it.



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    Tracy
    Genesys
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  • 5.  RE: Ability to check when a reforecast was done?

    Posted 10-11-2022 21:24
    Thanks Tracy, this is exactly what I was looking for !

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    Karen Bolton
    Water Corporation
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