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.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view, create, edit, and delete workload histories, intelligent forecasts, and capacity plans: | Workforce Engagement Analyst AND Workforce Engagement Planner |
Intelligent forecasts support the Holt-Winters and Moirai (Beta) forecasting models. You can create forecasts and capacity plans for up to 12 weeks. To create a forecast, the selected workload must reference an active service territory.
- From the App Launcher, open Intelligent Forecasts.
- Click New.
- Enter a forecast name and description.
- Select the Workload Record, Forecasting Model, and Interval for the forecast. The interval defaults to 15 minutes.
- Select a Historical Period Date Range. If you select Moirai (Beta), you can use up to 3 months of historical data. For accurate forecasts, use a historical date range that’s at least three times the forecast period.
- Select a Forecast Period Date Range. The forecast can start only in the current week or a later week to ensure that there’s no missing data between the historical and forecast periods. Holt-Winters supports up to 12 weeks of forecast data; Moirai (Beta) supports up to 4 weeks.
- Click Finish.
- To monitor forecast processing, check the Status column in the Intelligent Forecasts list view. After the forecast completes, you can view the Data Graph View and Data Detail View, export the data, or create a capacity plan from the forecast record page.
To use Moirai (Beta), complete the required Data Cloud setup before creating the forecast. For more information, see Admin Checklist for Workload and Forecast Setup.
Only one Moirai (Beta) forecast can be created at a time across all workloads in your org. You can't start another Moirai forecast while a Moirai forecast is in progress.
If the selected historical date range extends beyond the workload's available data, the workload is updated automatically before the forecast is created. After the workload update is complete, forecast processing starts automatically.
- Adjust Your Intelligent Forecast Data
Need to account for a future promotion or upcoming event that could increase workload? You can add adjustments to your forecast to reflect changes that aren’t captured in your historical data. You can also use adjustments to remove certain data from your forecast. - Export an Intelligent Forecast
Export your intelligent forecast as a CSV file.