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  • 1.  Predictions for Inbound Intractions

    Posted 04-05-2019 12:41
    No replies, thread closed.

    Is there any tool or query presently available in PureCloud  through which one could gather data on incoming interaction and come up with predictions or forecast ?
    Regards


    #Reporting/Analytics

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    Samuel Effange
    Nissan North America, Inc.
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  • 2.  RE: Predictions for Inbound Intractions

    Posted 04-08-2019 14:00
    No replies, thread closed.
    It depends on what you are trying to forecast.

    The only forecasting engine is in Workforce Management to help you schedule the right number of agents to handle interactions in your queues by forecasting based on historical data.

    https://help.mypurecloud.com/articles/about-short-term-forecasts/



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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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