To answer your question, yes, we are looking for more flexibility when updating advanced schedules and forecasting. There are times when we create advanced schedules due to slight changes in call volume and scheduled off-phone activities. Then, out of nowhere, we receive last-minute requests for mandatory training, requiring up to 2 hours off the phone for our inbound agents, along with an increase in call volume within these few weeks. We would like Genesys to provide advanced forecasting with staffing requirements and shifts that will better align with these sudden changes. Currently, we have to plan this manually and calculate all these factors separately.
CA, San Diego.
Original Message:
Sent: 03-17-2025 10:01
From: Daniel Chapdelaine
Subject: Best Method forecasting
Hi Robert,
Great question! This is actually a roadmap item for the main forecast, so it's something we're actively looking into.
I'd love to get your perspective as a user-how would you ideally like to see this work? Are you looking for more flexibility in updating specific weeks, a different way to merge forecasts, or something else?
Your insights would be super valuable in shaping how we approach this feature, so I'd love to hear your thoughts! 😊
Thanks again for bringing this up!
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Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
Original Message:
Sent: 03-11-2025 13:29
From: Robert Gacula
Subject: Best Method forecasting
Good morning,
@Daniel Chapdelaine Are there any limitations when loading a new forecast to the main forecast? For example, if I want to change the first week, the middle week, and the last week, will I need to create three separate forecasts for those weeks and load them individually? Or is it best practice to load one week at a time?
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
Original Message:
Sent: 03-11-2025 09:41
From: Daniel Chapdelaine
Subject: Best Method forecasting
Hi Heather,
These are some great questions!
You are correct; the Main Forecast updates nightly, and ABM is static at the time of creation. Once an ABM forecast is created, it is static; however, if you make a new ABM forecast the next day, you will see different results. You can think of the Main Forecast as saving you the time and effort to request a new ABM forecast; we will do that step for you.
You can create an ABM Forecast six weeks ahead and then create a new one a week beforehand and apply it to the schedule. We wanted to enable this use case when we built the "choose forecast for an existing schedule feature." When you change the underlying forecast, the Adjusted Required Staff information in the schedule will update to reflect the new forecast.
You can read more about the "choose forecast for an existing schedule" in our resource center - https://help.mypurecloud.com/articles/choose-forecast-for-an-existing-schedule/.
I hope this helps and answers your question!
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Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
Original Message:
Sent: 03-11-2025 06:48
From: Heather Henderson
Subject: Best Method forecasting
Hi @Daniel Chapdelaine
Can I check I have understood Main Forecasts correctly please? I know forecasts update each night on the Main Forecast page, but as you say, the ABM forecast method is static once created. If I initially generate an ABM forecast 6 weeks ahead, can I then generate a new ABM forecast 1 week beforehand and apply the new ABM forecast to the schedule week?
I hope that makes sense, but I am hoping this would be a good way of getting a more up-to-date forecast for the schedule whilst the Main Forecasts is still read only. Please let me know your thoughts or if I have misunderstood the capability here.
Thanks, Heather
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Heather Henderson
Original Message:
Sent: 03-10-2025 15:03
From: Daniel Chapdelaine
Subject: Best Method forecasting
Hi Mike,
That is correct; once an ABM forecast has been created, it is static. That is why we have started building a new version called the "Main Forecast." Inside the Main Forecast UI is the Continuous Forecast; it uses the same technology as an ABM Forecast but automatically updates every night. Currently, the Main Forecast is a read-only feature, but it is on the roadmap to be enhanced and brought to feature parity with our other forecasting methods.
I can only speak for the forecasting side of things, but when you copy a forecast, it will not update the underlying data; it acts as a direct copy and paste. However, if you have mods in the original forecast, they will be included in the forecast created from the copy with the modified values already baked into the forecast. Thanks to this behaviour, some users even use the copy/paste functionality to get around any modification limits.
I hope this helps!
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Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
Original Message:
Sent: 03-06-2025 06:07
From: Mike Corley
Subject: Best Method forecasting
Hi,
I'm using Best Method forecasting as a trial instead of weighted for a few months, mainly to set up forecast/schedules for a block of 4 or 5 weeks (month) rather than every week.
Main issue I have is once the forecast is built a month or 2 ahead you can't update the actuals it's based on so is always weeks out of date, best I can find is to take a copy of the original forecast, make changes and point the schedules to the new one instead or create a new one and would have to replicate any changes to forecasts already made.
I've found creating creating/copying both produce different forecasts and profiles for exactly the same week? They should be identical unless copying doesn't refresh the data to build the profiles in the same way?
thanks
Mike
#Forecasting
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Mike Corley
NABenenden HealthcareUnited Kingdom
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