Workforce Engagement Management

In the Resource Center, there is an article (View historical data for automatic best method forecasts - Genesys Cloud Resource Center) stating that you can view historical data alongside your Automatic Best Method forecast by clicking "View History"; however, I am not seeing this link/button anywhere. Can anyone provide insight into where to find this? Attaching a screenshot of our forecasting view. It isn't in Settings.

We are seeing a large increase in the volume of one of our queues over the last couple of weeks, and I am trying to glean some info as to whether ABM is picking up that volume and taking it into account when forecasting. Also, if we start making manual adjustments to account for that volume increase, will that affect future forecasts?

Hi Angela,

The history button is the icon is next to the Offered and Average Handle Time metric (shown below)

Also, modifying your forecast does not affect the source data where the forecast is generated from.

Hope that helps.