Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | - | 
May 2, 2025 |
Business value
Accurate forecasting helps your business keep the right staffing levels and optimize service operations. With forecast scenarios, you can explore different possibilities based on historical data and trends. Whether you’re planning weeks or months ahead, this feature helps you make data-driven decisions, reduce staffing inefficiencies, and maintain service level targets.
Feature details
Accurate forecasting is essential for efficient workforce planning. With this feature, you can predict case and conversation volumes and service representative demand based on historical trends.
- 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 more granular insights.
- Import external data: Incorporate historical data from external systems through 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.
To turn on this feature, your administrator needs to install the Workforce Management for Customer Service package in the Power Platform admin center app. Then, you can create forecast scenarios that fit your operational needs.