Loading historical data

When you load historical data, you include data from a queue or queue group over a historical period that best represents the contact center activity for the time period for which you are trying to forecast. You can select one or more specific dates and/or date ranges when loading historical data. You can select sequential or non-sequential dates (for example, Monday, Wednesday, and Friday) to use in the forecast. You can also exclude specific dates from within your date range.

Note:
  • Users should identify and exclude any outliers or extreme values from the time period from which they are loading historical data, as these may give artificial values.
  • Historical data for agents can be validated by comparing it to the queue and queue group by period reports for the same periods.
  • Ring Groups are not supported with Forecasting, either as queues or as a member of a reporting queue groups.

The following procedure takes place in an open Forecasting tool window.

To load historical data
  1. Click Load historical data.

    The Forecasting window opens.

  2. Under Queues or Queue groups, click on the queue or queue groups you want to use as the source of historical data.
    Note:

    You can load historical data for a queue or queue group. If you are using the forecast to build a schedule, select historical data from the same queue group with which the schedule is associated. This data will best represent the agents required for your schedule.

  3. If you want to include or exclude data from a specific date, under Historical date(s) for the forecast, select Specific day and then select a date.
  4. If you want to include or exclude data from a date range, click Date range and specify a range of dates.
  5. If you are including the data from the specified date(s), click Include dates.
  6. If you are excluding the data from the specified date(s), click Exclude dates.
  7. Repeat steps 3-6 until you have specified the date(s) or date range(s) from which you will derive your historical data.
  8. After Start hour and End hour, select the time frame for historical data.
  9. After Interval, select the schedule interval: 15, 30, or 60 minutes.

    The Interval value, in minutes, is the time increment by which the forecast will be displayed. It is recommended that you select an interval that matches the increments in which you schedule your employees. For example, if you schedule your employee shifts in 30 minute increments, select 30 minutes as the Interval value.

  10. Click Submit.
Parent topic: Forecasting tool
↑