Migrate to 15-minute forecasting

Migrate to 15-minute demand forecasting that enables managers to view their agent staffing forecast at 15-minute intervals on the team calendar.

Before you begin

Important:

Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Role required: admin

About this task

Starting with the Tokyo release, 15-minute forecasting is the default forecasting feature. Existing customers can migrate from the 60-minute forecasting to 15-minute forecasting using the following procedure.

Procedure

1. Set the sn_agent_forecast.forecast_interval system property value to 15.
   1. Set the application scope to Agent Forecast using the application picker.
   2. Enter sys_properties.list in the navigation filter, and then open the sn_agent_forecast.forecast_interval property.
   3. In the Value field, enter 15.
   4. Click Update.
2. Deactivate the existing demo data definitions.
   1. Navigate to All > Workforce Optimization > Demand Forecast > Data Collection Definitions.
   2. Set the Active value of Cases Assigned and Chat Interaction Created demo definitions to false.
3. Create new data collection definitions, formula parameters, and group forecast configuration.

   For more info, see Configure the data collection to forecast the demand for resources.

4. Run the Collect historical data on-demand job to collect historical data at 15-minute interval.
   1. Navigate to All > System Definition > Scheduled Jobs.
   2. Search for Collect historical data and select it.
   3. Click Execute Now.
5. Run the Forecast resources for future scheduled job for staffing forecast that can be viewed on team calendar.
   1. Navigate to All > System Definition > Scheduled Jobs.
   2. Search for Forecast resources for future and select it.
   3. Click Execute Now.