Forecasting in Tymeshift will take all your historical data and forecast depending on channels (Tickets, Chats, Voice) the incoming volume. With that, it is also possible to forecast agent count. Inbound Volume is forecasted based on the Prophet Forecasting Algorithm and Agent Staffing is forecasted based on a modified version of Erlang C.
Tymeshift automatically pulls information such as historical data on tickets, AHT and Occupancy Rate from your accounts into the forecasting calculation. Our robust forecasting feature will allow you to set your own shrinkage % and your own Service Level Goals into the model to forecast the inbound volume as well as the headcount.
It will then visualize it beautifully into a graph and you can see trends from this view. Heat Map view is also another very useful view where you will be able to visualize busy-ness.