A workload history aggregates all or some of your historical workload volume data. Use a workload history as the foundation for building an intelligent forecast, which predicts future work volume based on your historical trends.
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Understand Your Workloads
You can visualize and identify trends in your historical workload volumes by using workload histories. When you create an intelligent forecast from a workload history, Frontline Workforce Management predicts future volume.
Workloads can use work type as the routing dimension. When you create a workload history, you select the work type to analyze. The dashboard shows data for your selected work type.
To identify trends such as seasonal demands, you can filter the dashboard by date ranges, time intervals, and other criteria.
- Admin Checklist for Workload and Forecast Setup
Format your data to ensure that your team can create workload and intelligent forecasts. - Workload and Intelligent Forecast Glossary
To better understand the data used in workloads and intelligent forecasts, refer to this glossary as you complete setup and review forecast results. - Create a Workload History
Workload data is aggregated at the hourly level and can be viewed at hourly, daily, weekly, or monthly intervals. - Create an Intelligent Forecast
You created a workload to aggregate historical work volume trends. Use that workload to create an intelligent forecast that predicts future work volume based on historical trends. As actual workload data becomes available, you can compare it with forecasted data in the dashboard.