Viewing your active forecasts

<p id="docs-hc-snippet" style="display: none;">Forecasting in Zendesk Workforce Management (WFM) predicts future contact volumes and staffing needs by analyzing historical data and applying advanced algorithms. This process ensures that the right number of agents are scheduled at the right times, helping you optimize resources and consistently meet service goals.</p>
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<p id="docs-ai-summary-content">Learn how to manage your active forecasts to predict contact volumes and staffing needs. View and organize workstreams, recalculate forecasts to adjust for demand changes, and export data for analysis. This feature helps you optimize resource allocation and meet service goals by analyzing historical data and applying advanced algorithms.</p>
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<div class="body">
<p class="p" dir="ltr">Forecasting in Zendesk Workforce Management (WFM) predicts future contact volumes
and staffing needs by analyzing historical data and applying advanced algorithms. This process
ensures that the right number of agents are scheduled at the right times, helping you optimize
resources and consistently meet service goals.</p>
<p class="p" dir="ltr">In this article, you'll learn how to view and understand your active WFM
forecasting per workstream. You can edit your forecast settings by recalculating the forecast
and organizing your workstreams. You can also export forecast data.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_ecg_31t_tfc">
<li class="li"><a class="xref" href="#topic_kvw_rbb_hhc">Viewing and organizing
workstreams</a></li>
<li class="li"><a class="xref" href="#topic_uj4_4zl_dgc">Recalculating forecasts</a></li>
<li class="li"><a class="xref" href="#topic_sm3_nzl_dgc">Exporting forecast data</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_dyr_5x3_wbc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">Viewing and managing forecast scenarios</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354" target="_blank">Setting up WFM forecasting</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kvw_rbb_hhc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing and organizing workstreams</h2>
<div class="body">
<p class="p" dir="ltr">You can view active forecasts for up to 10 workstreams at a time. Each workstream
is represented by a color.</p>
<p class="p" dir="ltr">You can also organize your workstreams on the Active forecast page. To create
additional workstreams or modify existing ones, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_br5_tjz_11c" target="_blank">Creating workstreams</a>.</p>
<p class="p" dir="ltr">You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">WFM admin or have permission</a> to access the Active forecast
page.</p>
<p class="p" dir="ltr"><strong class="ph b">To view and organize your workstreams in the Active forecast page</strong></p>
<ol class="ol" id="topic_kvw_rbb_hhc__ol_vjr_sbb_hhc">
<li class="li" dir="ltr">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_kvw_rbb_hhc__d8e251" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the navigation bar, then select <strong class="ph b">Active forecast</strong>.</span><p class="p">Take any of the following actions:</p>
<p class="p"><img class="image" id="topic_kvw_rbb_hhc__image_kx4_cgb_hhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_active_forecast.png" width="800"></p>
<ul class="ul" id="topic_kvw_rbb_hhc__ul_ug1_kgb_hhc">
<li class="li" dir="ltr">Show or hide workstream trend charts by selecting them. At any given time,
only 10 or fewer workstreams can be visible on a chart.<p class="p" dir="ltr">When a selected
forecast is available, it's displayed under <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_qq1_cts_tfc" target="_blank">Inbound volume</a>. </p>
Based on the forecast,
Zendesk WFM also calculates the staff count needed to handle the expected workload
under <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_qrb_mgf_bhc" target="_blank">Required staffing</a>.</li>
<li class="li" dir="ltr">Use the buttons in the top right to select daily, weekly, monthly, or
yearly views.</li>
<li class="li" dir="ltr">Use the arrow icons (<img class="image" id="topic_kvw_rbb_hhc__image_vg1_kgb_hhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_arrows.png" width="30">) in the top left to navigate back and forth in
time.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Table</strong> under the chart view for Inbound volume or Required
staffing to expand their table views.</li>
<li class="li" dir="ltr">Edit the workstream by clicking the options menu (<img class="image" id="topic_kvw_rbb_hhc__image_wg1_kgb_hhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="17">) next to it and selecting <strong class="ph b">Go to workstream
page</strong>. This takes you to that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_qg3_rkz_11c" target="_blank">workstream page where you can make your
edits</a>.</li>
<li class="li" dir="ltr">Group your workstreams by clicking the folder icon (<img class="image" height="21" id="topic_kvw_rbb_hhc__image_xg1_kgb_hhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/fore7.png" width="21">) to create a new folder. Then, drag
your workstreams into the folder to see a combined forecast for multiple
workstreams.</li>
<li class="li" dir="ltr">Edit the folder by clicking the options menu (<img class="image" id="topic_kvw_rbb_hhc__image_szd_h4p_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="17">) next to it and selecting <strong class="ph b">Rename</strong>,
<strong class="ph b">Change color</strong>, or <strong class="ph b">Remove folder</strong>.</li>
<li class="li" dir="ltr">Click the settings icon (<img class="image" height="24" id="topic_kvw_rbb_hhc__image_yg1_kgb_hhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_settings_icon.png" width="23">) to view information on recent
updates to this forecast.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_uj4_4zl_dgc">
<h2 class="title topictitle2" id="ariaid-title3">Recalculating forecasts</h2>
<div class="body">
<p class="p">Recalculate your forecast to adjust staffing estimates based on changing conditions,
ensuring your team is prepared to handle fluctuations in demand.</p>
<p class="p">You can recalculate your forecast for all or specific workstreams. All inbound volume
calculations update with new historical volumes. Workstreams that have imported historical
volumes do not recalculate.</p>
<p class="p"><strong class="ph b">To recalculate a forecast</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_uj4_4zl_dgc__d8e251" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the navigation bar, then select <strong class="ph b">Active forecast</strong>.</span></li>
<li class="li">Click the options menu (<img class="image" height="21" id="topic_uj4_4zl_dgc__image_sg2_lgj_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="21">) next to the workstream you want to
recalculate.</li>
<li class="li">Click <strong class="ph b">Recalculate forecast</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To recalculate all forecasts</strong></p>
<p class="p">You can request a full recalculation of the forecast for all your workstreams every five
minutes.</p>
<ol class="ol" id="topic_uj4_4zl_dgc__ol_f24_vfj_fgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_uj4_4zl_dgc__d8e251" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the navigation bar, then select <strong class="ph b">Active forecast</strong>.</span></li>
<li class="li">Click the recalculate icon <img class="image" id="topic_uj4_4zl_dgc__image_g24_vfj_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_recalculate.png" width="26"> next to <strong class="ph b">Forecast</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sm3_nzl_dgc">
<h2 class="title topictitle2" id="ariaid-title4">Exporting forecast data</h2>
<div class="body">
<p class="p" dir="ltr">You can export your workstreams' inbound volume and staffing forecasts to CSV
files. </p>
<p class="p" dir="ltr">Exporting forecast data provides valuable insights for analysis and
reporting.</p>
<p class="p" dir="ltr"><strong class="ph b">To export forecast data</strong></p>
<ol class="ol" id="topic_sm3_nzl_dgc__ol_rdt_4jj_fgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_sm3_nzl_dgc__d8e251" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the navigation bar, then select <strong class="ph b">Active forecast</strong>.</span></li>
<li class="li">Select the workstreams for which you want to export forecast data. </li>
<li class="li">Click the CSV icon (<img class="image" id="topic_sm3_nzl_dgc__image_fqj_krj_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/csv_icon.png" width="22">) in the bottom right corner under the table you want
to export. <p class="p">The download starts.</p>
</li>
</ol>
</div>
</div>
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