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  • 1.  What metrics and interactions are considered when creating forecast?

    Posted 01-09-2023 05:09
    No replies, thread closed.
    Hi,

    We are triyng to figure out how the forecast is created so we know if it correct. It's a bit unclear how the AI creates the forecast and what is considered and added to the forecast result. Here are some that we have been wondering:

    Are voice calls made for callbacks in the queue added to forecast?
    Are voice calls that are made for callbacks by the agent added to forecast?
    Are outbound voice calls made by the agent added to forecast?
    Are voice campaigns added to forecast?
    Are calls that are transfered by agents back into a queue added to forecast?

    Hope it makes sense:)
    #Genesys Cloud CX
    #Workforce Management

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    Thomas Manojlovic-Karlshøj
    Advania Sverige AB
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  • 2.  RE: What metrics and interactions are considered when creating forecast?

    Posted 01-10-2023 07:40
    No replies, thread closed.

    Many of those questions depend on if you have configured route paths (adding by search not manual to avoid configuration issues) in your planning groups that cover the media types and queues in question.

    GC WFM does not currently support outbound interactions.

    If the interaction results in an offered count increase specific to an ACD queue and there exists a route path on a planning group that matches, then it will be included, in aggregate, for forecasting volume and AHT.

    https://help.mypurecloud.com/articles/workforce-management-supported-configuration/

    > Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing or predictive routing configured for skill matching.



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    Jay Langsford
    VP, R&D
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  • 3.  RE: What metrics and interactions are considered when creating forecast?

    Posted 01-11-2023 05:26
    No replies, thread closed.
    That makes sense.

    I still have some things which are a bit unclear to me:
    Campaign calls are mediaType callback, and have a segment with purpose of acd but are still not counted, how and why does this work?
    If a callback is created  via api it does not count(?) but if a call was first inbound and then changed to a callback from the queue it does count, how and why does this work?

    Im sorry about the degree of detail im asking but it is important to some of our customers.

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    Thomas Manojlovic-Karlshøj
    Advania Sverige AB
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    Original Message


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