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  • 1.  WFM- Gap between Forecast and Real data

    Posted 06-14-2023 08:23
      |   view attached
    No replies, thread closed.
    Hi everyone, 
     
    We have a question regarding the forecast data obtained and an effect that is taking place. We are observing that the forecast curve has a displacemen/gap with respect to the real interaction curve about 2 hours. That is, forecast curve begins around 7am with a significant peak when the service really starts at 9am. So, in the historical data there is no volume of outstanding interactions (it is almost zero or near to) in that interval, so we don`t know what could be the cause. Any idea?
    I attached a screenshot with that effect, that appears every day.
    Thank you very much in advance. 
    Greetings.
     
    Laura. 

    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------


  • 2.  RE: WFM- Gap between Forecast and Real data

    Posted 06-14-2023 15:21
    No replies, thread closed.

    Have you triple-checked to make sure the Time Zone set on the forecast matches the time zone of the contact center (the hours the agents are working)?



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------



  • 3.  RE: WFM- Gap between Forecast and Real data

    Posted 06-14-2023 17:31
    No replies, thread closed.

    Thanks George.

    Yes, it was the first thing we validate. This is something that happens with the forecast created with the automatic selection of the best method, but with the historical weighted index this does not happen.  We don't see what it could be.

    Greetings.



    ------------------------------
    Laura Cepeda
    Indra Sistemas S.A.
    ------------------------------

    Original Message


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