Forecast case volumes daily and at 15-minute intervals
Important
This content is archived and is not being updated. For the latest documentation, go to Welcome to Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 28, 2023 |
- |
Jun 12, 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
- Brazil
- Canada
- India
- Japan
- France
- Korea
- China
- US DoD