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5.6.3
Zurich, Yokohama, Xanadu, Washington DC, Vancouver
The agent forecast enables managers and forecasters to generate accurate Omnichannel contact volume forecasts at 15, 30, 60-minute, and at daily intervals. Based on these volume forecasts, managers can create optimal staffing plans for contact centers.
- Collect historical volume data for up to three years across multiple channels.
- Generate accurate forecasts based on the historical data that captures the latest trends in contact volumes.
- Optimize staffing required to run day-to-day contact center operations by creating short term forecasts at 15, 30, and 60-minute intervals.
- Understand hiring and training needs in your contact center by generating long-term forecasts at daily intervals.
- Refresh short-term forecasts by considering the latest trends and the long-term planning inputs.
Fixed:
- Minor issues
Needs an ITSM/CSM Enterprise license for Workforce Optimization.