Setting up Demand Forecast in Workforce Optimization for Customer Service

Configure the data that you want to collect, modify forecast parameters, and calibrate manual adjustments using Demand Forecast.

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.

• Configure the data collection to forecast the demand for resources
  Define the data you want to collect for cases, interactions, or any table to forecast the number of agents that you require for your staffing needs.
• Modify forecast parameters to visualize forecast data
  Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization at intervals of 15-, 30-, and 60-minute intervals and daily interval.
• Create a manual adjustment for a forecast
  Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.
• 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.