Create a long-term forecast

The long-term forecast is a prediction of the future resource need on day level. It is used to give a rough estimate for the resource need over a longer period, for example the next 6–12 months. The long-term forecast is used as input when creating a long-term staffing budget, and to create a more detailed forecast later.

The long-term forecast is based on historical data and identifies seasonal variations as well as variations within the months and weeks. It does not have any information on the distribution within the day.

NOTE   To create a long-term forecast where you can control all details, it must be created separately for each workload. Use the Quick forecast to create long-term forecasts for several skills and workloads at a time. See Create forecasts for several workloads for more information.

Select the periods of data to base your long-term forecast on and refine the seasonality patterns for different time periods. Take notes on the periods selected for follow-up on what you have based your forecast on.

The index values represent how a time period compares to the average.

EXAMPLE   If the index value for the number of calls during a month is 1, this means that this month has the average number of calls. If the value is 0.9, this month has 90% of the calls of an average month. If the value is 1.1, this month has 110% of the calls of an average month.

The index value for each month, week and day is used to forecast for that month, week and day in the future.

EXAMPLE   The index for March is 1.1, the index for the first week of the month is 1.2 and the index for Fridays is 0.7. The forecast for the first Friday in March is calculated by multiplying these index values with the average daily volume, which is 1500. The calculation is 1.1 x 1.2 x 0.7 x 1500 = 1386.


  • You have the Forecasts permission.
  • A skill and a workload are created.
  • There is at least one year of validated historical data to base the forecast on.

Page location

Client > Forecasts > Prepare workload > Long-term forecast tab


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