Forecasts tool (web)
Create detailed forecasts of the resource need for each skill in the web Forecasts tool. Reliable forecasting is the first important step towards achieving sufficient staffing. Historical contact data for at least a year in combination with your experience and knowledge of what will, or is likely to, happen in the future provide the framework for generating reliable forecasts.
The main functionality in the web Forecasts tool is to create and configure skills and to automatically generate detailed forecasts based on the available historical data. In addition, there are features to import queue data and forecast data, and to create dynamic shrinkage templates that automatically decreases the applied shrinkage levels for a day as that day approaches.
Functionality
Prepare to forecastRelated topics