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Forecasting allows supervisors to predict case and conversation volumes demand based on historical trends.
Key benefits include:
- Long term Forecast: Predict conversation and case volumes at a daily level for up to six months.
- Short term Forecast: Generate 15-minute interval forecasts for up to six weeks to manage real-time demand fluctuations.
- Scenario Forecasting: Model different business scenarios to assess their impact on workload and staffing.
- Data Slicing: Break down forecasted data by channels and queues for granular insights.
- Import External Data: Incorporate historical data from external systems via file import to enhance forecast accuracy.
- Export Forecasts: Download forecast data into spreadsheets for further analysis.
- Visualize Trends: View daily, weekly, and monthly forecast trends using interactive charts.
Prerequisites
Complete the steps in Set up user management.
Enable forecasting
- In the site map of the Copilot Service admin center app, go to Operations, and then select Workforce management. The Workforce management page appears.
- In Forecasting, select Manage next to Forecast volume.
- On the Forecast volume page, set the Enable forecasting toggle to On.
- Select Save and Close.