What factors are essential when creating a forecast in Genesys Cloud?

Creating a forecast in Genesys Cloud relies heavily on the analysis of historical contact volumes, seasonal trends, events, and marketing activities. Each of these elements provides valuable insights into future contact patterns and helps in accurately predicting workload requirements.

Historical contact volumes are particularly crucial because they reveal patterns over time, allowing for identification of peak periods and low-traffic times. When these historical trends are examined in conjunction with seasonal trends, forecasting becomes more effective as it accounts for cyclical changes that may occur throughout the year.

Events and marketing activities are also significant, as they can lead to fluctuations in contact volume that are not captured by historical data alone. For instance, a marketing campaign may spike interest in a product, causing an increase in customer inquiries that would need to be factored into the forecast to ensure adequate staffing and resources.

By incorporating all these factors, the forecast can be tailored to be more accurate and reflective of actual business needs, ensuring optimal workforce management and resource allocation.