Objective

Create the initial forecast from a long, representative period of historical demand. The baseline starts capacity planning: use its forecast and required coverage for the upcoming planning horizon.

Environment

Resolution

  1. Open Forecasts and select New Forecast, then Generate Forecast.
  2. In Basic Info, enter a Job Name, choose the Time Zone, and select Sync from Source under Data Collection.
    Name the forecast, set its timezone, and choose the source for historical data.
  3. In Historical Data, select a long, representative source period and the data interval. If the period contains no usable records, find the missing forecast data before generating.
    Choose a representative historical range and data interval for the baseline.
  4. In Forecast Window, choose the future dates and interval for capacity planning. In Queues & Profiles, select the queues and channels, then assign a forecasting profile to each combination.
  5. Review Models & Rules and make any needed selections.
  6. On Review, confirm the forecast settings, select Generate Forecast, and follow the save or confirmation control shown. The forecast must be created before its Data tab is available.
  7. Open the created forecast’s Data tab. Run Test sync and review how source tickets map to queues and channels. Resolve tickets outside the forecast scope before a full sync.
    Test the source mapping before importing historical arrivals. The test checks ticket allocation without writing historical data.
    Note: Test sync does not import history

    The test checks how tickets map to queues and channels. It reads tickets only and does not write historical arrivals.

  8. Run Full historical sync and wait for it to complete. Confirm that historical intervals were stored, or reuse a completed dataset if one is available.
    After reviewing the mapping, run a full sync and confirm that intervals were stored. Completed datasets can be reused for another forecast.
    Note: A failed sync preserves existing data

    Stored arrivals are replaced only after a full historical sync completes. If a run fails, the existing data remains available.

  9. Open the completed forecast and review its demand and required coverage with How To Review Forecast Outcomes before planning capacity. To keep the outlook current, schedule a reforecast; recurring runs can use the latest available historical data within the selected rolling training range.