Objective

Save reusable staffing assumptions for forecasting a channel.

Environment

  • You have permission to manage Forecasting Settings.
  • You know the staffing assumptions your team wants to use. Review How To Configure Queues before relying on a profile in a forecast.

Resolution

  1. Open Forecasting Settings → Profiles and select Add Profile.
  2. In New Forecasting Profile, enter a Profile Name and select the channel it covers.
  3. Review the staffing fields with your planning owner. Enter your organization's approved values rather than relying on a sample profile or guessing targets.
  4. If you use business hours for coverage, review the business-schedule setting and Coverage schedule.
    In the forecasting profile, choose how coverage follows assigned agent schedules or a selected business schedule. The form also shows the staffing assumptions configured for the profile.
    Note: How the coverage schedule is chosen

    By default, coverage follows usable schedules assigned to active, staffable agents mapped to the queue. The selected fallback schedule applies when none are available.

  5. Select Create. Confirm the profile appears under Profiles and is active before using it for planning.

To change assumptions later, edit the profile and select Update.