Create a Da Vinci Forecast

Da Vinci Forecasting creates short term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. forecasts using a multivariate algorithm that adjusts your forecasts based on relationships between historical queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. data and historical external data that can be imported. The external data should represent conditions that could be affecting the volume and AHT of your queues. For example, if heavy traffic on your website is always associated with an increase in volume for a particular queue, this relationship can be identified and used by Da Vinci Forecasting to improve the accuracy of the volume forecast for that queue.

The traffic on the website must be represented by a numerical value in the import data for every interval (15 minutes, one hour or daily), to align with the historical queue data for the corresponding interval.

When you generate a Da Vinci Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT)., upon completion, the forecast data is automatically saved, replacing the current active forecast.

Otherwise if you are generating a tactical forecast without using Da Vinci Forecasting, you need to save any changes made to the data, before they take effect.

Da Vinci Forecasts is currently being rolled out to cloud customers. It may not be available in your site just yet.

External factors data

The external factors data is accessed through data sources. A data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. is created when a pre-formatted file containing external factors data is uploaded. The file must contain data in intervals of 15 minutes, one hour or daily for a given period within the scheduling period.

Before you begin

Access to Da Vinci Forecasting requires the following:

Verint's Cloud Identity Service.
Advanced Forecasting license.
View Da Vinci Forecastprivilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access..

Before you can create an Da Vinci Forecast, your tactical forecast must meet the following conditions:

Queue type must be Normal (process, virtual and distributed queues are not supported).
Media types Outbound, Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB)., Callback and Resolution queues are not supported.
You must have at least eight weeks of historical data for a queue for a one week scheduling period. See Data requirements for a Da Vinci Forecast.
No historical data has been manually using Add History Weeks in Tactical Forecast, or added using the Load Profile function.

Procedure

Go to Forecasting and Scheduling. Under Forecasting, select Tactical Forecast.
From the filter pane on the left, select a Campaign, a Scheduling period, and one or more Queues.
Select Da Vinci Forecast.
On the Da Vinci Forecast dialog, select up to three data sources.

You can generate a Da Vinci Forecast without adding any data sources. In this case, where there is no external data, a univariate algorithm is used to generate the forecast.
Select Generate Forecast.

You are notified when the forecast has been generated.
Select OK, to return to the tactical forecast screen and your updated forecast.