Data from the past, as opposed to dynamic or current data. The term is usually applied to data that is used for analysis of trends; but the analysis may include data up through yesterday, especially if today is the first day of a new month.
Records of previous contact-center performance that are stored in the WFM Database Utility. You can import historical data that was collected prior to the installation of Workforce Management (WFM), if it is in the form of comma-delimited text files (CSV format). Large amounts of reliable historical data are the most accurate basis for forecasting.
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