WFM: Anticipated fomular

Daer all,

There are 3 parameters in intraday graph which are forecasted figure, actual figure and anticipated figure, as in the attached file.

The forecasted figure is the figure base on the old forecasted figure (we use the old forecasted figure to calculate then it become this figure). The actual figure is the current call volume. And the anticipated figure is the real time forecast. Every figure is calculated every 15 minutes.

So, I would like to know the formula to calculate the Anticipate figure (where the anticipate figure come from?) and most of the time they can see the anticipated figure is higher than the actual call figure. What is the exactly difference meaning between anticipate figure and forecast figure?

Thank you in advance,
Lekie

Hi lekie - I’ll have a go at this one…

Forecasted is based on the algorithms and options which were applied when Planning - this does not change on the Real Time view.
Anticipated uses the Forecasted figure but also includes the current (“real-time”) volumes and Agent availability within it’s algorithm, to display a more realistic view of what is anticipated (now and next…).

If we knew how to build the various algorithms ourselves, then Genesys would find it quite difficult to sell the product, since the Forecasting engines are the main reasons for purchase(!)

I hope this helps and (without the aid of any manuals) I hope I’ve got this right…

Tony

Thank you so much Tony