Hello, Community members.
Today is an exciting day! We're proud to announce the arrival of enhanced WFM Forecasts. Now, organizations can not just visualize and plan for the short term but extend their scope years in advance.
Enhanced WFM Forecasts with both short-term and long-term forecast for volume and AHT
The art of workforce planning is all about balancing short-term execution and long-term vision. Being able to react to the every day while maintaining an eye on prospective activity weeks and even months in advance is what turns a functional contact center into a thriving, highly efficient operation that delivers outstanding customer experience. With new enhancement to workforce management forecasts, administrators and contact center supervisors can now create short-term interval forecasts as well as long-term daily forecasts to get a sense of what to expect in the coming months, and even years!
Key features
- Forecast for scheduling – Create actionable forecasts up to 6 weeks for scheduling.
- Forecast for long-term insight – Forecast up to 2 years (or 104 weeks) in advance alongside your short-term forecast to get the scoop on upcoming trends and seasonality.
- Easily navigate between both – Short-term forecasts and long-term forecasts can be viewed in two separate tabs in the forecast view. Modification input in either view for the first 6 weeks of the forecast will be reflected in both views.
Create a forecast up to 2 years in advance
View forecasted volume and AHT trends months in advance
Resources
For more information, check out these links:
Feel free to share your questions and comments by replying below.
#Genesys Cloud
#Workforce Management
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Christopher Johnson
Genesys - Employees
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