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  • 1.  Need Help in understanding Short Term Forecast Methods in Genesys Cloud WFM

    Posted 03-17-2021 04:59
    No replies, thread closed.
    I have to select the right forecast method to generate the forecast. Out of four options, first option (Automatic Best Method Selection) is easy to understand. To use this option, I just have to upload right historical data and using 'Automatic Best Method Selection' method WFM will generate the forecast.
    The last option (Import Forecast) also I understood, using this I can import externally created forecast into Genesys Cloud WFM.
    However, below mentioned 2 options I am unable to understand. I have gone through the Genesys Cloud WFM help docs but still not clear.

    1. Weighted Historical Index
    2. Weighted Historical Index with Source Data Import

    I need some help to understand the description of these method like what is the meaning of historical index weighting, when to use these methods etc.

    Any help would be really appreciated.
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Need Help in understanding Short Term Forecast Methods in Genesys Cloud WFM

    Posted 03-17-2021 15:28
    No replies, thread closed.
    1 Weighted historical index is your "classic" WFM forecasting method which uses historical data from the past X weeks (set the historical weeks in the BU configuration).
    You can then manage this data in the short-term forecast using the Source Data tab in the forecast editor. This is great for special days like holidays or special events. 

    2. Is the same as above, however you import your source data via CSV rather than the system selecting the last X weeks

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    Will Bellerby
    Pyrios NZ Ltd
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    Original Message


  • 3.  RE: Need Help in understanding Short Term Forecast Methods in Genesys Cloud WFM

    Posted 03-18-2021 02:14
    No replies, thread closed.
    Hi Will,

    Thanks for your response.

    In Source Data tab, I can see 'weight' column as you can see in below screenshot. What is the meaning of this and how to utilize it?



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    Rahul Tyagi
    Accenture India
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    Original Message


  • 4.  RE: Need Help in understanding Short Term Forecast Methods in Genesys Cloud WFM

    Posted 03-18-2021 05:59
    No replies, thread closed.
    The weight is what is used for the weighted average calculations (https://en.wikipedia.org/wiki/Weighted_arithmetic_mean). It is simply a means to weight certain days more than others. E.g., you might weight last week a 3 and two weeks ago a 2 and the next two weeks a 1 to 'favor' a more recent trend in volume, AHT, etc.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


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