Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
Predicting how much contact arrives, when. The reason to have this product at all.
What it produces
Expected volume by interval, and from that the number of people needed to meet your service target. Not a daily total: the shape of the day, which is what staffing actually depends on.
Why the shape matters
A day with two hundred contacts spread evenly and a day with two hundred arriving between nine and eleven need completely different rotas. A daily figure hides that entirely.
It learns from history
Past volume, by interval, adjusted for trend and seasonality. That means a new deployment forecasts poorly until it has data, which is expected rather than a fault.
Importing historical volume shortens that considerably.
What it cannot know
- A campaign nobody told it about.
- A product incident.
- A price change or a launch.
- A competitor's outage sending people to you.
Those need a manual adjustment, and knowing about them in advance is a process question rather than a product one.
Handling time is half the answer
Volume alone does not give staffing. How long each contact takes matters just as much, and that comes from tracking. A forecast built on guessed handling time is a guess with a chart.
Check it against reality weekly
Forecast against actual, every week. That habit is what turns forecasting from a projection into something people trust enough to plan around.
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