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Main forecast overview

The main forecast allows administrators to view and plan for upcoming interactions and their potential average handle time over the coming weeks. Genesys Cloud uses artificial intelligence and the machine learning-driven Automatic Best Method to generate a year-long forecast at 15-minute intervals, as well as first- and second-year forecasts on a weekly basis.

Genesys Cloud rebuilds the forecasting model when relevant forecast inputs change, such as when historical data is imported or planning group configuration changes. After the model rebuild completes, updated forecasting results become available on the Main Forecast page. The main forecast is read-only and cannot be used for scheduling. 

Forecast data includes the following metrics:

  • : Offered interactions or offered volume.
  • : Includes average talk time, average hold time, and average after call work time.

You can view the forecast in three views:

  • Historical view: View the actual historical data and compare past Continuous Forecast snapshots with the historical actuals.
  • Trend view: View combined historical and current forecast data and compare trends.
  • Forecast view: View future forecasts.
Note: Structure business units with a clear separation of resources and load to ensure that no shared load exists across business units. If you cannot avoid a shared load across business units, adjust forecasts manually each week to account for a percentage of allocated volume handled by a different business unit.

By default, the forecast appears in the time zone of the Business Unit. To change the time zone, select the required time zone from the list on the upper right corner of the Main Forecast page.