How does Genesys Cloud WFM assist in forecasting?

Genesys Cloud Workforce Management (WFM) assists in forecasting primarily by analyzing historical data to predict future contact volumes and staffing needs. This approach allows organizations to leverage past performance metrics, such as call volume trends, handling times, and seasonal patterns, which are all critical for establishing accurate predictions. By examining this historical data, WFM systems can create models that estimate future resource requirements, ensuring that staffing levels meet anticipated customer demands effectively. This proactive analysis helps in optimizing workforce allocation and improving service levels while minimizing costs.

While financial data, real-time surveys, and customer satisfaction indexes are vital components of overall business strategies, they don't directly contribute to forecasting staffing needs in the same way that analyzing historical data does. Financial data provides insights into revenue but may not reflect operational demands. Real-time surveys focus on current performance rather than predicting future needs, and customer satisfaction indexes assess past performance rather than forecast future requirements. Thus, analyzing historical data is the cornerstone of effective forecasting in the context of workforce management within Genesys Cloud.