Genesys Cloud - Main

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.

Hi Alex, 

The offered volumes in WFM intraday are based on the planning groups configured in WFM and the route path associations.  The forecasting calculations shouldn't change how the actuals appear as far as I am aware.  I would recommend checking the route paths associated to the planning groups: Add interaction route paths to a planning group

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.

Just a thought, will Genesys have a dedicated Reporting feature again? The performance tab is okay; however, Genesys should have a stand-alone reporting function with Ad-hoc capabilities. 

Hi Alex, 

The offered volumes in WFM intraday are based on the planning groups configured in WFM and the route path associations.  The forecasting calculations shouldn't change how the actuals appear as far as I am aware.  I would recommend checking the route paths associated to the planning groups: Add interaction route paths to a planning group

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.

Hi Robert,

In short, no.  What is it you can't achieve with performance exports? All of the original canned reports can be achieved via the Performance views?

Deprecation: Canned reports

Just a thought, will Genesys have a dedicated Reporting feature again? The performance tab is okay; however, Genesys should have a stand-alone reporting function with Ad-hoc capabilities. 

Hi Alex, 

The offered volumes in WFM intraday are based on the planning groups configured in WFM and the route path associations.  The forecasting calculations shouldn't change how the actuals appear as far as I am aware.  I would recommend checking the route paths associated to the planning groups: Add interaction route paths to a planning group

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.

Please note that the performance tab is primarily an informational tool and not an official reporting tool. Additionally, it has limitations on the amount of data that can be pulled within a given time frame

Hi Robert,

In short, no.  What is it you can't achieve with performance exports? All of the original canned reports can be achieved via the Performance views?

Deprecation: Canned reports

Just a thought, will Genesys have a dedicated Reporting feature again? The performance tab is okay; however, Genesys should have a stand-alone reporting function with Ad-hoc capabilities. 

Hi Alex, 

The offered volumes in WFM intraday are based on the planning groups configured in WFM and the route path associations.  The forecasting calculations shouldn't change how the actuals appear as far as I am aware.  I would recommend checking the route paths associated to the planning groups: Add interaction route paths to a planning group

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.

Hi Robert,

The performance exports and APIs are the reporting tools for Genesys Cloud, but there are also additional options such as the Analytics as a Service (A3S) solution and a variety of tools within the AppFoundry that may suit your requirements more

Please note that the performance tab is primarily an informational tool and not an official reporting tool. Additionally, it has limitations on the amount of data that can be pulled within a given time frame

Hi Robert,

In short, no.  What is it you can't achieve with performance exports? All of the original canned reports can be achieved via the Performance views?

Deprecation: Canned reports

Just a thought, will Genesys have a dedicated Reporting feature again? The performance tab is okay; however, Genesys should have a stand-alone reporting function with Ad-hoc capabilities. 

Hi Alex, 

The offered volumes in WFM intraday are based on the planning groups configured in WFM and the route path associations.  The forecasting calculations shouldn't change how the actuals appear as far as I am aware.  I would recommend checking the route paths associated to the planning groups: Add interaction route paths to a planning group

WFM Reports and Performance Report show different calls offered for same time period.

Per Genesys they count different metrics

To calculate the Forecast metrics, the system uses several variables:

The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error. Unlike the weighted historical index method, the automated best method selection option uses all available historical data.

https://help.mypurecloud.com/glossary/automatic-best-method-forecast-method/

As mentioned, the Forecast offer is a projection based on the Forecast range.

You can view the data that Forecast used for the projection through the Historical view.

Regarding the calculation and exact metrics used to generate the offer in the forecast. The formula used is part of the algorithm and intellectual property of Genesys, unfortunately we do not have access to this information nor permission to consult our development team in order to share this data with our customers.