To better understand the data used in workloads and intelligent forecasts, refer to
this glossary as you complete setup and review forecast results.
Required Editions
| User Permissions Needed |
| To create, view, and adjust a workload or intelligent forecast: |
Workforce Engagement Analyst AND Workforce Engagement Planner |
| Term |
Definition |
| Workload History |
An aggregation of your historical data. Use a workload to review past work
volume trends or as the foundation for building an intelligent forecast. |
| Service Territory |
Represents the location of your contact center. You select a service territory
when you create a workload. If you then create a forecast or capacity plan, it
references that service territory. |
| Intelligent Forecast |
A prediction of your future workload volume based on your workload’s historical
data. |
| Work Type |
A work type is a dimension used to group workload data. |
| Average Handle Time |
The average length of time it takes for a customer and worker interaction, by
work type. |
| Interval |
The time increment used to view workload and forecast data. Data is aggregated
at the hourly level. In the dashboard Graph View, you can toggle between hourly,
daily, weekly, or monthly intervals to visualize the data at different time
scales. |
