Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hello Daniel,

Was there a delay in the feature release? I have been attempting to enable it in our organization, but I am unable to locate the role permission.

------------------------------
Jose Jimenez
Workforce Manager

Original Message:
Sent: 10-28-2024 10:18
From: Daniel Chapdelaine
Subject: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Jose, 

We roll out features over a few days to ensure we don't impact our clients during peak hours. What region are you in? I will confirm if it has been enabled there yet. 

These are the permissions for the CF/MF. 

• The following permissions:
  • Workforce Management > mainForecast > All
  • Workforce Management > mainForecast > View
  • Workforce Management > Planning Group > View
  • Analytics > conversationsAggregate > View
  • Routing > Queue > View

Thanks!

Edit - I just confirmed that the US West is the only region that is not live yet. 

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Original Message:
Sent: 10-31-2024 12:26
From: Jose Jimenez
Subject: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Hello Daniel,

Was there a delay in the feature release? I have been attempting to enable it in our organization, but I am unable to locate the role permission.

------------------------------
Jose Jimenez
Workforce Manager

Original Message:
Sent: 10-28-2024 10:18
From: Daniel Chapdelaine
Subject: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

@Daniel Chapdelaine Is there a training on this so we know what it is telling us and how to use it?

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Gina, 

Unfortunately, we do not have a training class on this feature yet, but we are working with the education team to put one together. In the meantime, here is some basic information on what it tells you and how to use it. 

This first release is a "read-only" version that introduces the new forecasting concept and user interface (UI), the Main Forecast. This UI allows users to view the Continuous Forecast. The goal was to begin sharing this new forecasting concept and UI with our clients while we worked on adding additional features to align it with our current forecasting product. Future releases will add the Main Forecast line in the chart reflecting user overrides, the ability to create schedules, Export, and Modify the Main Forecast.

What is the Continuous Forecast?

The Continuous Forecast leverages our Automatic Best Method to generate a nightly forecast. What is unique about continuous forecasting is that it is always "there" and delivers a whole year at the 15-minute granularity.  The system provides a fresh forecast every night, ensuring planners work with the latest data. It will predict the offered and AHT for your BU and the PGs inside of it. 

An all-new User experience!

The Continuous Forecast and its new UI can be viewed in a new menu option called the Main Forecast. This new UI experience has new elements, like view toggles, allowing forecasters to focus on their history, the trend, or just the forecast.

Due to the CF changing on a nightly cadence, there is also something new called "Forecast Snapshots." These are necessary because today's CF replaces yesterday's CF. These snapshots allow you to view a past generation of the Continuous Forecast; when you select the 1-day ago snapshot, you see the CF from a day ago.

The Actual Overlays allow forecasters to select a specific week's actual data and compare it to any point of the Continuous Forecast. 

I hope this helps! Please feel free to contact me directly if you would like a more formal discussion or if you have any specific questions. 

Thanks,

@Daniel Chapdelaine Is there a training on this so we know what it is telling us and how to use it?

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Our AHT is around 75% of the quarter hour interval.  Is there a way we can change the 15 min interval forecast to 30 min intervals?

Hi Gina, 

Unfortunately, we do not have a training class on this feature yet, but we are working with the education team to put one together. In the meantime, here is some basic information on what it tells you and how to use it. 

This first release is a "read-only" version that introduces the new forecasting concept and user interface (UI), the Main Forecast. This UI allows users to view the Continuous Forecast. The goal was to begin sharing this new forecasting concept and UI with our clients while we worked on adding additional features to align it with our current forecasting product. Future releases will add the Main Forecast line in the chart reflecting user overrides, the ability to create schedules, Export, and Modify the Main Forecast.

What is the Continuous Forecast?

The Continuous Forecast leverages our Automatic Best Method to generate a nightly forecast. What is unique about continuous forecasting is that it is always "there" and delivers a whole year at the 15-minute granularity.  The system provides a fresh forecast every night, ensuring planners work with the latest data. It will predict the offered and AHT for your BU and the PGs inside of it. 

An all-new User experience!

The Continuous Forecast and its new UI can be viewed in a new menu option called the Main Forecast. This new UI experience has new elements, like view toggles, allowing forecasters to focus on their history, the trend, or just the forecast.

Due to the CF changing on a nightly cadence, there is also something new called "Forecast Snapshots." These are necessary because today's CF replaces yesterday's CF. These snapshots allow you to view a past generation of the Continuous Forecast; when you select the 1-day ago snapshot, you see the CF from a day ago.

The Actual Overlays allow forecasters to select a specific week's actual data and compare it to any point of the Continuous Forecast. 

I hope this helps! Please feel free to contact me directly if you would like a more formal discussion or if you have any specific questions. 

Thanks,

@Daniel Chapdelaine Is there a training on this so we know what it is telling us and how to use it?

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Daniel,

This feature seems quite good, would it be possible to organise the functionality for a .csv export of the data.

Also are there any plans to allow us to pre-mark specific days as being a lower / higher volume.

Week Commencing 23/12/2024, our continuous forecast is only 100 calls lower than the week prior, however we have both Christmas Day and Boxing Day which have significantly reduced call volumes (we are a 24 x 7 call centre). It would be nice to be able to preset specific days - Public Holidays, and Days after a Public Holiday to reflect reduced and increased volumes. Even if it was just a basic instruction for the system i.e. 25/12/2024, use the average of the volumes for 25/12/2023, 25/12/2022, 25/12/2021. Rather than having it generate a forecast as a normal day, then we have to manually adjust the forecast.

Many Thanks

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Daniel,

This feature seems quite good, would it be possible to organise the functionality for a .csv export of the data.

Also are there any plans to allow us to pre-mark specific days as being a lower / higher volume.

Week Commencing 23/12/2024, our continuous forecast is only 100 calls lower than the week prior, however we have both Christmas Day and Boxing Day which have significantly reduced call volumes (we are a 24 x 7 call centre). It would be nice to be able to preset specific days - Public Holidays, and Days after a Public Holiday to reflect reduced and increased volumes. Even if it was just a basic instruction for the system i.e. 25/12/2024, use the average of the volumes for 25/12/2023, 25/12/2022, 25/12/2021. Rather than having it generate a forecast as a normal day, then we have to manually adjust the forecast.

Many Thanks

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Daniel,

This feature seems quite good, would it be possible to organise the functionality for a .csv export of the data.

Also are there any plans to allow us to pre-mark specific days as being a lower / higher volume.

Week Commencing 23/12/2024, our continuous forecast is only 100 calls lower than the week prior, however we have both Christmas Day and Boxing Day which have significantly reduced call volumes (we are a 24 x 7 call centre). It would be nice to be able to preset specific days - Public Holidays, and Days after a Public Holiday to reflect reduced and increased volumes. Even if it was just a basic instruction for the system i.e. 25/12/2024, use the average of the volumes for 25/12/2023, 25/12/2022, 25/12/2021. Rather than having it generate a forecast as a normal day, then we have to manually adjust the forecast.

Many Thanks

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------

Hi Everyone, 

Thank you for the positive feedback, Wayde; I have shared it with the engineering team. 

We are starting to research and plan to export the CF values, but I still need to set a GA date. 

Now that we have displayed the history in the Main Forecast UI, we plan to allow users to "tag" outliers in the history and instruct the AI on handling them, either by normalizing them or by letting the user assign a value for that day. Additionally, users can define whether it is a" or establish a recurrence. The "one-time event should also be able to create ad-hoc events without associating them with an outlier in the history. Our research suggests that this will significantly increase the accuracy of the Automatic Best Method forecasts around holidays and special occasions. 

Once I have some designs to share, I will contact this group for feedback. You all are facing a similar problem and will be able to provide valuable feedback and ensure what we build meets the needs of forecasters.

Thanks,

Hi Daniel,

This feature seems quite good, would it be possible to organise the functionality for a .csv export of the data.

Also are there any plans to allow us to pre-mark specific days as being a lower / higher volume.

Week Commencing 23/12/2024, our continuous forecast is only 100 calls lower than the week prior, however we have both Christmas Day and Boxing Day which have significantly reduced call volumes (we are a 24 x 7 call centre). It would be nice to be able to preset specific days - Public Holidays, and Days after a Public Holiday to reflect reduced and increased volumes. Even if it was just a basic instruction for the system i.e. 25/12/2024, use the average of the volumes for 25/12/2023, 25/12/2022, 25/12/2021. Rather than having it generate a forecast as a normal day, then we have to manually adjust the forecast.

Many Thanks

Hi Genesys Community,

This week, "The Continuous Forecast" will be released. It will deliver a two-year forecast, with the first year delivered in 15-minute intervals and the second year at weekly intervals. The forecast will automatically refresh nightly.

This first release is " read-only," allowing users to view the Continuous Forecast in the new Main Forecast UI with a new menu option. Future releases will add the concept of a Main Forecast line in the chart reflecting user overrides and the ability to create schedules, Export, and Modify the Main Forecast. The ideas linked below track our progress.

Scheduler can create forecasts from the Main Forecast - Genesys Cloud Ideas Portal

Publish a Forecast to Override the Main Forecast - Genesys Cloud Ideas Portal

Export the Main Forecast and Continuous Forecast - Genesys Cloud Ideas Portal

More information is available in the resource center:
https://help.mypurecloud.com/articles/main-forecast-overview/

If you have any questions, feel free to comment below. 

#Forecasting

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
------------------------------