Genesys Cloud - Main

Good day!

Does anyone know in WFM if there is a database where we could retrieve the historical data used to produce the forecast ?

Thank you in advance for your reply.

Regards,

First of all, there is no database - all data is in the data lake and accessible through the API.  The forecast are based on the actual data in the call records.  Remember, Genesys Cloud cx is a complete and total contact center with no 3rd-party components or warehouses outside of Genesys Cloud.  Forecast look a back at all your call data to date for learning trends and how to forecasts future events.  

Good day,

Thank you for your reply. 

Regards,