Enable volume forecasting for supervisors

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.

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.