Add historical data

The past performance of a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. can be a good indicator of future performance and used to create a forecast for upcoming activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Use historical data such as volume and activity handling time as a basis for generating a forecast.

There are four ways to add historical data:

• Add historical weeks

  Historical data for any queue is available in the system as historical weeks. Generate a forecast based on this data by adding historical weeks to your forecast. A weighting can be applied to any history week, which increases the effect it has on the forecast.

• Load a forecast profile

  A forecast profile is a pattern of absolute or relative weeks of data that can be added to a forecast. Loading a profile provides a quick way to get a repeatable pattern of weeks within your forecast.

• Import a forecast

  If you create a forecast in a third-party application, as long as it is in the correct format, you can import that data into forecast.

• Enter historical data manually

  It is possible to create a forecast by adding data manually to the data table. You can add data by just typing the data in, or by pasting copied data into the data table.