View and Edit Forecasts

To view and edit (modify) forecasts, you must first open a forecast scenario from the list of scenarios that display on the Genesys Decisions Forecast application's home page. The scenario opens in a page in which you can view and modify the individual forecasts. The forecast viewing/editing page shows you the results that the forecast service produced. On this page, you can also modify the results based on business drivers.

There are five major sections to the forecast viewing/editing page:

• Metric/Dimension selection (left)
• Modification pane (right)
• Graph (top middle)
• Grid (bottom middle)
• Menu items (upper right)

When the page first loads, there is nothing displayed in the grid or the graph. You must make selections in the Metric/Dimension area in order to display forecast data. The list of metrics is all of the metrics that were selected when the forecast scenario was created using the New Forecast Scenario wizard. Once you select a metric, then the list of dimensions is populated. The dimensions shown in the list are based on the metric that you selected, as well as the Contact Groups that were selected when the forecast scenario was created. Once you have selected a metric/dimension combination, the grid and graph sections are populated.

The grid and graph are two different visualizations of the same underlying data. There are five distinct series:

• Modified History
  • Actual history with the outliers and any missing data normalized.
• History
  • Actual history sent to the forecast service.
• Fitted
  • Shows how the same method and parameters would compare to history.
• Base Forecast
  • Actual results from the forecast service.
• Total Forecast
  • Includes all modifications.

Click the radio button beside each individual series to toggle that series on and off. If a series is deselected (off), the series will be hidden on both the grid and graph.

The Total Forecast value consists of the base forecast plus or minus all modifications that are applied to the individual forecast. The graph shows only the total forecast line, while the grid shows the total forecast values plus all of the values that are produced by each modification.

Use the timeline slider between the graph and the grid to zoom in on a specific time period. The grid and graph will display the data from the selected time period.

The Modification pane is a slide-out panel from the right side of the page. The pane contains information about all of the modifications that pertain to the selected metric and dimension combination. Each modification is shown as a separate “card” in the list. By default, each card shows only the title, but the cards can be expanded to show more information about the modification. Use the action menu at the top of the pane () to select information to show in the drop- down, as well as expanding all the modification information. Items that can be seen are:

• Start and End Dates
  • Modification is only during these dates
• Dimensions
  • All the Dimensions that the modification applies to. It can apply to multiple dimensions at the same time.
• Metrics
  • All the Metrics that the modification applies to. It can apply to multiple metrics at the same time.
• Last Modified by
  • Who last modified and when
• Created by
  • Who created and when

You can disable/enable items by checking the checkbox next to the item. You can change the order of the modifications by dragging and dropping them. This change will affect the calculated values.

Example

• Base Forecast 1000
• Modification 1 Add 10% 100
• Modification 2 Maximum 1050
• Total Forecast = 1050

If you swap the order in which you make the modifications, you get the following result:

• Base Forecast 1000
• Modification 2 Maximum 1050
• Modification 1 Add 10% 105
• Total Forecast = 1155

You can add a new modification by clicking the pen icon.

You can show/hide disabled modifications by using the toggle button.

Each modification card has an action button where you can edit or delete the modification. Edit will bring up the same forms as were used for the creation of the modification, prepopulated with the current information. Delete will delete the modification, it does not disable, it will no longer be in the system.

The graph is the graphical representation of the forecast data. The grid is the same data as the graph just in tabular form. They can show any or all of the series at the same time. Hovering over a point on the graph shows you all the data for the visible series for that specific date. They both show the date between the start and end dates in the date slider.

Menu Items In the upper right there are several menu items.

• Save
  • Save changes to modifications
• Close
  • Return to the Forecast Landing Page
• Comments
  • View/Add Comments about this forecast
• Add Modification
  • Brings up the add modification wizard
• Total Forecast for all metrics in metric group toggle
  • Shows the Total Forecast values for each metric in a metric group. If you had selected sick time and toggled this feature on, it would show you the total forecast for each metric in shrinkage stacked on top of each other. This is useful to be able to see the total shrinkage number. The same makes sense for Handle times as well.