Forecast case volumes daily and at 15-minute intervals

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	Apr 28, 2023	-	Jun 2024

Business value

Customer service managers must ensure they have enough agents available to resolve customer cases. Overcapacity results in higher costs, while undercapacity results in longer customer wait times, which can reduce customer satisfaction. In addition to daily case volume forecasting, we now provide more granular forecasting at 15-minute intervals so that managers can perform agent planning and scheduling with higher precision.

Feature details

Case volume forecasting was released with the following set of capabilities:

• Forecast case volumes daily.
• Visualize forecasted volumes daily, weekly, and monthly basis, for up to six months.
• Slice forecasted volumes by channel and queue.
• Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special, seasonal events.

Now, customer service managers can also forecast case volumes at 15-minute intervals from historical data.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

• United States
• Europe
• Asia Pacific
• United Kingdom
• Australia
• South America
• Canada
• India
• Japan
• France
• Korea
• China
• US DoD

See also

Forecast agent, case, and conversation volumes (docs)