Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Forecasting demand, building schedules, and seeing where time goes. Worth it above a certain size, and not below it.
What it does
- Forecasts how much contact you will get, by day and by half hour.
- Schedules people against that demand.
- Tracks time automatically, by ticket and by activity.
- Reports on adherence, occupancy and where the day actually went.
Who needs it
Teams large enough that staffing is a calculation rather than a conversation. Roughly from fifteen or twenty agents, particularly with live channels where being understaffed at eleven o'clock is immediately visible.
Who does not
A team of five who can see each other. A spreadsheet and a shared calendar do the job, and the effort of running a workforce tool exceeds what it returns.
Buying it for a small team produces an unused product and a reputation for surveillance.
The honest reason it earns its place
Not tracking. Forecasting: knowing that Monday between nine and eleven needs four more people than Thursday afternoon, and being able to schedule for that rather than guess.
The part that needs care
It measures how agents spend their time. Introduced badly, that reads as monitoring and the team's trust goes with it.
Say what it is for, at team level, before switching it on.
It needs history
Forecasting works from what happened before. A new account with no data forecasts poorly, and that is expected rather than a fault.
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