How To Upload Forecast Data

Objective

Create a forecast from your own CSV containing forecasted inbound volume, required coverage, or both.

Environment

• You have permission to manage forecasts.
• Your CSV contains dated intervals and values for the upload type you choose.
• You know the timezone used by the CSV timestamps and the WFM queues that its rows represent.

Resolution

1. Open Forecasts → New Forecast and choose Upload Forecast.
2. Enter the forecast details. Under Upload Type, choose Inbound Volumes, Required Coverage, or Volumes + Coverage. The combined option uses one CSV containing both value columns.
3. Upload the matching CSV, set CSV Data Timezone to the timezone used by its timestamps, then parse it and review Column Mapping.
   Important: Match the CSV timezone

   Set CSV Data Timezone to the timezone used by the file’s timestamps, then check the timestamp, queue, and value column mappings.

4. Read the volume or coverage preview. Correct mapping or file errors before continuing. In Queue Mapping, match every source queue label to the intended WFM queue.
5. If you are uploading volumes, assign a forecasting profile where the page requires one. Review the upload summary and select Create Forecast.
6. Open the new forecast from Forecasts. Check the uploaded data in Inbound Volumes or Required Coverage, according to the upload type.
   Note: Uploaded forecasts have a different path

   The generated-forecast reforecast flow is not available for uploaded forecasts.

To generate a baseline forecast from historical tickets instead, use How To Create A Baseline Forecast.

Download example CSVs

Choose the file for your upload type. Each example has three 30-minute intervals, uses UTC timestamps, and includes a sample queue label. Replace the dates and values with your forecast, set the upload interval to 30 minutes and CSV Data Timezone to UTC, then map Example Queue to one of your WFM queues. Keep the header names so the columns are detected automatically.