Accessing the WFM Forecast page

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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Access the Workforce Management Forecast page to predict future contact volumes and staffing needs using historical data. This feature helps you manage inbound volume and required staffing across workstreams, ensuring you have the right number of agents scheduled. Adjust parameters like occupancy, handling time, and shrinkage to tailor forecasts to your needs. Export data for further analysis and optimize your customer support operations.</p>
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<p class="p">This article describes how to access the Zendesk Workforce management (WFM) Forecast page. </p>
<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/9858048119194" target="_blank">Understanding WFM forecasting</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>
<p class="p">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 Forecast
page.</p>
<p class="p"><strong class="ph b">To access forecasting</strong></p>
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<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-1__d8e206" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecast</strong> in the navigation bar, then select <strong class="ph b">Forecast</strong>.</span></li>
<li class="li">Click the settings icon (<img class="image" id="topic-1__image_tvl_nrf_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_settings_icon.png" width="22">) next to a workstream to adjust its settings in the
right panels.<p class="p"><img class="image" id="topic-1__image_uvl_nrf_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecast_historical_volume_.png" width="800"></p>
<div class="p">You can take any of the following actions:<ul class="ul" id="topic-1__ul_vvl_nrf_bhc">
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354#topic_kgl_ymt_xbc" target="_blank">Make volume adjustments</a> to account for any
unique events that you expect will drive up the number of contacts you'll receive. For
example, marketing campaigns or scheduled maintenance windows.</li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354#topic_jjz_h4t_xbc" target="_blank">Exclude historical inbound volume outliers</a> to
help make your forecast more precise,</li>
<li class="li">Configure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443407875354#topic_ptn_jpt_xbc" target="_blank">staffing parameters</a> to calculate how many
agents you should expect to schedule to meet your staffing targets and
projections.</li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363794458#topic_evy_c2d_tzb" target="_blank">Organize your workstreams</a>.</li>
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<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443363794458#topic_sm3_nzl_dgc" target="_blank">Export the volume and staffing forecasts</a> to
CSV files.</li>
<li class="li">Choose another <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365725210" target="_blank">forecast algorithm</a>.</li>
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