Performing forecasts

When you perform a forecast, you receive the required agents based on both the historical and current values. If you adjust any of the values in your historical data, you must perform the forecast again.

Note:

It is recommended that you save your forecast as an Excel file to preserve your settings to use or compare with the next forecast you make.

To run a forecast
  1. Specify the Service Level %, Service Level Time, Wrap Up Time, and Agent Efficiency % you expect for the queue or queue group.
  2. Click Perform forecast.

    You can perform what-if scenarios on the historical data using different Service objectives statistics until you are satisfied with the forecast.

Parent topic: Forecasting tool
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