Objective

Review forecasted demand and required coverage together before using the results to plan schedules.

Environment

  • You have access to Forecasts.
  • A forecast with completed or uploaded data exists.

Resolution

  1. Open Forecasts and select the forecast you want to review.
  2. On the Forecast tab, check the selected date range, interval, timezone, and queue scope so you know what the charts include. The Day, Week, and Month controls change the chart grouping; the queue selector narrows the workstream shown.
  3. In Inbound Volumes, review expected demand alongside any actual values shown for comparison. Use the volume summary for today, yesterday, tomorrow, or the next seven days, and compare the trend lines for the selected queue and channel.
    The Forecast tab shows inbound volume comparisons and required coverage for the selected date range, queue, and interval.
  4. In Required Coverage, review the staffing need for the same dates and scope. Switch between Daily FTE and Staff-hours to read coverage in the unit you need, and compare coverage peaks with inbound demand.
    Note: Volume does not guarantee coverage

    A volume-only upload may show inbound volume without uploaded coverage. A generated forecast’s coverage calculation may still be pending.

    Important: Published coverage can be overwritten

    When reforecast runs have published coverage into the baseline, recalculating baseline coverage overwrites those published values and requires confirmation. Review the affected dates and runs before confirming.

  5. If the volume chart is empty, Find Missing Forecast Data. If the coverage looks surprising, investigate the staffing requirement before building a schedule.