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.
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Alex Slocum
n/a
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