WFM Forecast created by template and by Expert Average Engine methods - trouble

[julkrom]

Hi everyone

I have a trouble with the WFM, I create Forecast based on Template method, but as I saw the data wasn't changed because the template always shows the volumes previously specified, it doesn't work like that?, then I try to create a Forecast based on Expert Average Engine, the WFM help says:

"The Expert Average Engine requires at least one full week of historical data. For high-quality day-of-week and weekly results, Genesys recommends that you use a minimum of six weeks' worth of data"

This forecast was builded since 11 march 2010, so I think by know, the Expert Average Engine can be used but that doesn't happened, then displays this Warning:

"No Historical Interaction Volumes data are available for the following activities:
AutosInmmediateWork"

But at the Forecast submenu I can see the Historical Data Volume and Graphs for the activity AutosInmmediateWork :-s

So, how can I get Forecasting from historical data, or what i'm doing wrong, anyone who can help me with this issue?

Thanks a lot.

[ThomasTritten]

Julkrom,

In the forecasting section of the Web interface for Supervisors, there is a place where you can view Historical data (Interaction Volumes and AHT).  Is there historical data there for the activity you are trying to forecast for?  If not, you should go into the WFM Configuration Utility and make sure that the Activity in question is set up to collect the proper statistics from Statserver.
Is this configured correctly?

[julkrom]

Hi Thomas

Yup, the WFM web interface is displaying Historical Data from my activity called AutosInmmediateWork, the question here is why if I can see this historical data, I can't use the Expert Average Engine method for create an Forecasting based on historical data?; this is important because the business wanna know how many agents per hour they need by a day.

[ThomasTritten]

How much historical data is there?
If you have > 1 week of historical data for an Activity, then you should be able to use Expert Average Engine to generate a forecast using that history.
If you are still unable to get this to work, I would contact Genesys Technical Support as soon as possible.