Workforce Engagement Management

We recently changed our hours of operations from 6a-9p to 7a-7p in October 2023 and now going into 2024, our forecast still reflects our previous hours of operation and manually we need to update the daily forecast.

• How long does it take for the new hours to take effect in the new forecast without having to manually remove it?
• is there a way to update the forecast to reflect the new hours so that we don't have to remove it manually?

#Forecasting

------------------------------
Kanani Ioapo
BANK OF HAWAII
------------------------------

Hi Kanani,

Sorry, missed your post over the festive period, I have reached out to our SMEs to find an answer for you.

Happy New Year.

------------------------------
Tracy
Genesys
------------------------------

Hi Kanani, 

Unfortunately, forecasts do not specifically see your hours of operations; that is a roadmap item for us and something we want to add to forecasting. You can track our progress in adding this new feature via this idea: https://genesyscloud.ideas.aha.io/ideas/WEM-I-179. Feel free to add a vote or comment to help us properly prioritize this new feature.

The automatic best method forecast looks at all your history in the platform and will forecast calls based on that history; as the history changes not to have any calls from 6 am to 7 am, the ML/AI will pick up on that change, and you will see less and less volume at that time until there is none.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees
------------------------------