Workforce Engagement Management

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I have is once the forecast is built a month or 2 ahead you can't update the actuals it's based on so is always weeks out of date, best I can find is to take a copy of the original forecast, make changes and point the schedules to the new one instead or create a new one and would have to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

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!

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I have is once the forecast is built a month or 2 ahead you can't update the actuals it's based on so is always weeks out of date, best I can find is to take a copy of the original forecast, make changes and point the schedules to the new one instead or create a new one and would have to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

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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

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!

------------------------------
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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

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?

------------------------------
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!

------------------------------
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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

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!

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?

------------------------------
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!

------------------------------
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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

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!

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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

Hi Daniel

Just starting to play with main forecasting.  I have read the article and how to apply the forecast.  Just a question as I am testing for our centers.  Can I do a schedule and NOT publish it for let's say  months from now and perform those same steps or must it be a published schedule.  I want the ability to "play" and not affect current schedules/forecasts for our centers.  What is the best way to perhaps do this.  I am looking into this and then would present to our centers.  Thanks

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!

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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------

Hi Shirley,

Great question-and it's awesome to hear you're exploring forecasting and scheduling in Genesys Cloud WFM!

Yes, you can absolutely create and work with schedules without publishing them. This is a great way to "play" and test different scenarios without impacting your current schedules or forecasts. 

Here's how you can approach it:

Creating Unpublished Schedules

You can build a schedule for any week up to 26 weeks in the future. When you create the schedule (via Admin > Workforce Management > Schedules), don't click Publish. This keeps the schedule in an unpublished state, which is visible only to WFM admins and not to agents. 

This is perfect for testing ideas, simulating forecast impacts, or preparing presentation examples.

Managing Test Schedules

With unpublished schedules, you can:

• Edit them freely

• Copy them to compare scenarios

• Delete them if no longer needed

These actions will not affect live schedules or forecasts, so it's a safe testing environment.

Planning for the Future

If you're looking months ahead:

• Make sure to generate forecasts for that future period (up to 26 weeks in advance).

• Ensure agents are assigned work plans with effective dates that match your test schedule window.

This ensures the schedule generation engine has all the necessary data to build realistic schedules.

We are also working on a new feature that would allow you to create a forecast and schedule with a start date up to 104 weeks in the future. Hope this helps you as you prepare to present your findings to the centers. Feel free to let us know if you need help navigating the forecast tools or schedule configurations!

Hi Daniel

Just starting to play with main forecasting.  I have read the article and how to apply the forecast.  Just a question as I am testing for our centers.  Can I do a schedule and NOT publish it for let's say  months from now and perform those same steps or must it be a published schedule.  I want the ability to "play" and not affect current schedules/forecasts for our centers.  What is the best way to perhaps do this.  I am looking into this and then would present to our centers.  Thanks

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!

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 

------------------------------
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!

------------------------------
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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Thanks Daniel.  I was more questioning the main forecast which is read only.  I can't currently use that to build a test schedule?  When I try it says pick forecast and only the ones I generate via ABM show up?

Thanks

Shirley

Hi Shirley,

Great question-and it's awesome to hear you're exploring forecasting and scheduling in Genesys Cloud WFM!

Yes, you can absolutely create and work with schedules without publishing them. This is a great way to "play" and test different scenarios without impacting your current schedules or forecasts. 

Here's how you can approach it:

Creating Unpublished Schedules

You can build a schedule for any week up to 26 weeks in the future. When you create the schedule (via Admin > Workforce Management > Schedules), don't click Publish. This keeps the schedule in an unpublished state, which is visible only to WFM admins and not to agents. 

This is perfect for testing ideas, simulating forecast impacts, or preparing presentation examples.

Managing Test Schedules

With unpublished schedules, you can:

• Edit them freely

• Copy them to compare scenarios

• Delete them if no longer needed

These actions will not affect live schedules or forecasts, so it's a safe testing environment.

Planning for the Future

If you're looking months ahead:

• Make sure to generate forecasts for that future period (up to 26 weeks in advance).

• Ensure agents are assigned work plans with effective dates that match your test schedule window.

This ensures the schedule generation engine has all the necessary data to build realistic schedules.

We are also working on a new feature that would allow you to create a forecast and schedule with a start date up to 104 weeks in the future. Hope this helps you as you prepare to present your findings to the centers. Feel free to let us know if you need help navigating the forecast tools or schedule configurations!

Hi Daniel

Just starting to play with main forecasting.  I have read the article and how to apply the forecast.  Just a question as I am testing for our centers.  Can I do a schedule and NOT publish it for let's say  months from now and perform those same steps or must it be a published schedule.  I want the ability to "play" and not affect current schedules/forecasts for our centers.  What is the best way to perhaps do this.  I am looking into this and then would present to our centers.  Thanks

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!

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 

------------------------------
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!

------------------------------
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

------------------------------
Mike Corley
NABenenden HealthcareUnited Kingdom
------------------------------