Configure the data collection for resources demands

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • 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.

    Before you begin

    You must have the MetricBase plugin [com.snc.clotho] enabled to use Demand Forecast in Workforce Optimization for Customer Service. For more information, see Requesting the MetricBase product.

    Note:
    • When you change the forecast parameters or resource conversion formula, the new values for resource forecasts will not reflect on the team calendar until the Forecast resources for future scheduled job is executed. Your administrator can run the scheduled job on-demand to view the changes in the team calendar.
    • Once the Historical data collection job is run for specific data collection definitions, the column Is historical data collected in the Forecast Configurations [sn_agent_forecast_configuration] table is set to true. Hence, the historical data collection will not run even if you add data for the past dates from the back-end. Historical data is stored for 1098 days for forecasts set at daily interval. Beyond three years, historical data is cleaned and cannot be saved.

    Role required: sn_agent_forecast.admin

    Procedure

    1. Navigate to All > Workforce Optimization for Customer Service > Demand Forecast.
    2. Define the data you want to collect for forecasting agents to resolve cases.
      1. Select Data Collection Definitions.

        See the Forecast Configuration table in Scheduling for the list of configurations that are available by default.

      2. Select New.
      3. On the form, fill in the fields:
        Table 1. Forecast Configuration form
        Field Description
        Name Unique name for the collection forecast configuration.
        Type Data Collection Definition type is set to Collection by default and collects data using a scheduled job.
        Table Table that is used for collecting data.

        From the list, do one of the following:

        • To collect data to forecast cases, select Cases.
        • To collect data to forecast interactions, select Interactions.
        Condition Conditions that you can set so that you can capture the data that you need.
        Date Field Data that you can add to forecast for the future.
      4. Select Submit.
      5. Create an index for the table you have created using the date field and the conditions you have added to the table. For information on creating a table index, see Create a table index.
    3. Add parameters to be defined in the formula to calculate agent count per hour in a day.
      1. Select Formula Parameters.
      2. In the Name field, enter a name for the parameter.
      3. Do one of the following:
        • If you need to add a value to be calculated for the formula, in the Value field, enter the value.
        • If you want to use the performance analytics score card API or a custom API, select Advanced, and add the script.
        The Average Case Work Time and Average Chat Work Time forecast parameters provided by default are examples of how you can use scripts to add the parameters. For a list of parameters provided by default, see Forecast Parameters in Scheduling.
      4. Select Submit.
    4. Configure the resource conversion formula.
      1. Select Resource Conversion Formula.
      2. Select New.
      3. On the form, fill in the fields.
        Table 2. Forecast Configuration form
        Field Instructions
        Name Name for the resource forecast configuration.
        Type Type is set to Resource Conversion Formula.
        Formula Formula to calculate the forecasted number of agents that you need.

        In the Related Links section, do the following:

        • Select Browse Forecast Configuration, select the forecast configuration to add to the formula and select Add.
        • Select the Browse Forecast Parameter, select the forecast parameter to add to the formula and select Add.
          Note:
          FC refers to Forecast Configuration and FP refers to Forecast Parameter.
      4. Select Submit.
    5. Associate an assignment group with a Resource Conversion Formula.
      You can assign a forecast configuration to multiple assignment groups, but an assignment group can have only one forecast configuration.
      1. Select Group Forecast Configurations.
      2. Select New and do the following:
        • In the Assignment Group field, select the search icon and select the group to which you want to associate a forecast configuration.
        • In the Forecast Configuration field, select the search icon and select a Resource Conversion Formula.

    What to do next

    Run the Collect historical data for demand forecast data collection definitions scheduled job. For more information, see Schedule jobs for Demand Forecast.