The Conversation Platform allows you to add forecast data to your Human Agent Workforce reports for better tracking and adherence calculations. This tutorial walks you through the process of configuring and mapping the Human Agent Forecast capability.
Before beginning, confirm that:
Your Client-ID and Secret are the values to be used to authenticate your account while making HTTP REST API calls into the Conversation API. Use HTTP Basic Auth with the username set to your Secret-ID and the password set to your Secret. Your Client-ID and Secret can be found under your partner's account in the Conversation Platform Console.
You can access the conversation data from the Conversation Platform via the Data API.
See the - Data API Tutorial for details on how to do this.
Conversation data can be used to train and test your forecast model.
The forecast consists of two parts:
| Attribute Name | Data Type | Required Y/N | Comment |
|---|---|---|---|
| id | String GUID | Y | Resource Manager ID |
| description | String | N | ID from synapps/optimus e.g. EWWEUSENGCSHTLGENFG |
| extra_param | map | N | List of attributes for the FG |
{
"id": "agent_capacity_forecast_group_guid",
"description": "EWW_EUS_EN_GCS_HTL_GEN_FG",
"extra_param": {
"partner": "EWW",
"business_segment": "EUS",
"language": "EN",
"transaction_type": "GCS",
"product": "HTL",
"objective": "GEN"
},
"metadata": {
"audit": {
"createdBy": "str",
"createdOn": "2020-12-04T08:00:58.161Z",
"updatedBy": "str",
"updatedOn": "2020-12-04T08:00:58.161Z"
},
"container": {
"resourceUri": "/partners/p1"
},
"dbId": null,
"id": "agent_capacity_forecast_group_guid",
"resourceSourceUri": null,
"resourceType": "agentcapacityforecastgroup",
"resourceUri": "/partners/p1/agentcapacityforecastgroup/agent_capacity_forecast_group_guid?version=1.0",
"schemaUri": "/schemas/cp.AgentCapacityForecastGroup_v1",
"state": "ACTIVE",
"tags": null,
"version": "1.0"
}
}| Attribute Name | Data Type | Unit | Required Y/N | Comment |
|---|---|---|---|---|
| id | String GUID | Y | RM ID (RM attribute) | |
| businesslocationuri | String GUID | Y | RM resource URI for BusinessLocation | |
| averagehandletime | double | Seconds | N | Forecast AHT |
| call_volume | double | Total Call Count | N | Forecast call volume |
| productive_hour | double | Forecast hrs | N | Forecast productive hour |
| interval_duration | double | Minutes | N | Interval duration in minute |
| interval_start | double | Seconds | N | Interval start time in UTC |
{
"id": "agent_capacity_forecast_guid",
"business_location_resource_uri": "/partner/p1/businesslocation/bl_guid",
"average_handle_time": 1374.6252,
"call_volume": 5.5462337,
"productive_hour": 5.873987,
"interval_duration": 2,
"interval_start": 1611770400000,
"metadata": {
"audit": {
"createdBy": "str",
"createdOn": "2020-12-04T08:00:58.161Z",
"updatedBy": "str",
"updatedOn": "2020-12-04T08:00:58.161Z"
},
"container": {
"resourceUri": "/partners/p1/agentcapacityforecastgroup/agent_capacity_forecast_group_guid/"
},
"dbId": null,
"id": "agent_capacity_forecast_guid",
"resourceSourceUri": null,
"resourceType": "agentcapacityforecast",
"resourceUri": "/partners/p1/agentcapacityforecastgroup/agent_capacity_forecast_group_guid/agentcapacityforecast/agent_capacity_forecast_guid?version=1.0",
"schemaUri": "/schemas/cp.AgentCapacityForecast_v1",
"state": "ACTIVE",
"tags": null,
"version": "1.0"
}
}The forecast can be uploaded for the same interval multiple times. Although the Platform keeps a history of the forecast over time, it references the latest version for dashboards and calculations.