Issue(s)

Historical input, forecast volume, or required coverage is absent for a period or workstream you expected to see.

Environment

  • You are looking at a forecast, its historical data, or a CSV upload in Forecasts.
  • The missing data may affect one queue, channel, date range, or all of them.

Cause(s)

  • The selected date range, timezone, queue, or channel excludes the records you expected.
  • Historical source data has not been collected for the selected period, or its sync is still running or failed.
  • A CSV file has invalid or unmapped columns or source queue labels.
  • An uploaded volume-only forecast has no uploaded required coverage; a generated forecast's coverage calculation may still be pending.

Diagnostic

  1. Check the forecast's date range, timezone, selected queues, and channels.
    Note: First rule out a filtered view

    If changing the date, timezone, queue, or channel reveals the records, the data was outside the selected view rather than lost.

  2. For Sync from Source, open History and check status and Sync activity for the period. Expand an entry for its error or queue-by-channel distribution. Record any unfinished or failed sync status and message.
  3. For an uploaded forecast, return to the upload preview or source CSV. Check the timestamp and value Column Mapping, CSV Data Timezone, and Queue Mapping. A source label with no WFM queue mapping cannot appear in that queue's result.
  4. If Inbound Volumes has data but Required Coverage does not, check the upload type or coverage calculation state. This distinguishes missing demand from missing staffing output.

Once you know which step is responsible, correct the source, scope, or mapping and run the affected workflow again. For missing Zendesk-derived workforce records, use Resolve A Zendesk Data Sync Problem.