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  • 1.  Unable to generate short term forecast in Genesys Cloud WFM

    Posted 03-17-2021 04:53
    No replies, thread closed.
    I am setting up everything from scratch in Genesys Cloud WFM. I have configured 1 BU, 2 MU's, 4 Planning Groups (in which I have imported queues manually as it's a fresh set up), imported some sample historical data for the queues.
    Now, when I go to 'Short Term Forecast' section and try to generate forecast using 'Automatic Best Method Selection' option, it doesn't generate any data for any planning group.
    Need to understand the reason for the same.
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Unable to generate short term forecast in Genesys Cloud WFM

    Posted 03-18-2021 06:03
    No replies, thread closed.
    I would recommend looking into training or engaging our Performance Consultants. You may need to engage support as well, but the issue you have is likely an issue with your import or your config.

    The first thing I would do is go back to your planning groups and ensure that each of the route paths you add actually show a value in the Offered column (in the Search and Replace Route Path dialog). With 0 offered, then we won't forecast anything.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


  • 3.  RE: Unable to generate short term forecast in Genesys Cloud WFM

    Posted 03-18-2021 10:44
    No replies, thread closed.
    Hi @Jay Langsford

    Thanks for your response.

    I understand that if 'Search And Replace Route Path'​ is showing 0 offered then forecast will not show anything. However, for a new setup I believe it will always show 0 count.
    Please let me know how to fix this here.
    Thanks in advance..!!

    Regards,
    Rahul

    ------------------------------
    Rahul Tyagi
    Accenture India
    ------------------------------

    Original Message


  • 4.  RE: Unable to generate short term forecast in Genesys Cloud WFM
    Best Answer

    Posted 03-18-2021 11:44
    No replies, thread closed.

    You would have to either:

    1. Wait until you actually have historical data to utilize weighted historical index method.
    or 2. Utilize the Historical Data Import feature along with Automatic Best Method (https://help.mypurecloud.com/articles/about-workforce-management/ has a section with multiple linked articles for historical data import).

    If you are doing #2, then it is likely you have a mismatch in planning group and the data you are importing. You likely need to open a support ticket if you cannot find something obvious.

    ​

    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------

    Original Message


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