The OneForecast module, allows users to generate forecasts for the services in the contact center in terms of demand and average service time (AST).
There are several methods that the system uses to generate the forecasts based on each service's historical information. These methods can be chosen at the time of the forecast creation.
It's also possible to upload a forecast for a service from an Excel template. You can make the needed manual adjustments to the generated forecasts and you also copy the forecast of a typical service to the forecast of a new service (one that doesn't have historical data).