Note
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Access to this page requires authorization. You can try changing directories.
After a forecast scenario runs, open its report to compare actual demand with forecasted demand by time, channel, and queue. The report is available for all forecast scenario types.
Open a forecast report
- In the site map of Copilot Service workspace, select Forecasting under Workforce Management.
- On the Active Forecast Scenarios page, open a scenario, and then select View Output.
- Use the report header to change the report context:
- Review the scenario name and applied filters.
- Use the Snapshot selector to select a forecast version.
Filter the report and select a view
Use the report filters and view settings to control the data that appears.
| Setting | Description |
|---|---|
| Duration | Set the date range by using the date pickers. |
| Channel(s) and Queue(s) | Limit the report to specific channels and queues. |
| Show AHT | Turn on this setting to display average handle time (AHT) with volume. |
| View | Select Intraday to display forecasts by individual time interval. To analyze trends at different levels of aggregation, select a time hierarchy, such as Year > Month > Week > Day or Year > Month > Day. |
Read the volume chart
The volume chart displays historical actual volume and predicted future volume.
- Select Aggregate to display a combined line.
- Select Per-dimension to split the chart by channel and queue.
- Use Smart zoom to focus on a specific time range. Select Reset zoom to return to the full range.
- Point to a data point to display the value for that interval.
Read the volume data table
The Volume data table displays forecast results for each period based on the selected forecast interval. The data is organized by channel and queue so that you can compare actual and forecasted workloads across dimensions.
For each channel and queue combination, the table includes the following values:
- Actual Volume — Historical interaction volume recorded for the period.
- Forecast Volume — Predicted interaction volume for the period.
- Actual AHT — Historical average handle time, when Show AHT is turned on.
- Forecast AHT — Predicted average handle time, when Show AHT is turned on.
To focus on specific channels, queues, or time periods, filter the data from a column header.
Note
Actual values are populated when the forecast snapshot is refreshed and the corresponding forecast period moves into the past. Future periods display forecast values until actual data becomes available.
Download the forecast
Select Export to Excel to download the forecast data currently displayed in the table.
The exported file includes the results for the selected date range, channels, queues, and view settings. Use the file for further analysis, to share data with stakeholders, or to create custom reports outside Workforce Management.
Work with snapshots
Each forecast output refresh creates a snapshot version.
- Use the Snapshot selector to switch between versions.
- To rename a snapshot, select Edit (pencil icon), enter the new name in the Edit snapshot dialog, and then save your changes.
- The most recent snapshot is selected by default and is the version that capacity planning uses. If needed, revert to an earlier version.