With our Forecast feature, in addition to getting awesome Forecasts, you will be able to:
- Filter Inbound Volume by Tags: exclude tickets that are automatically solved by AnswerBot from being used to forecast Future Volume.
- Set hours of operation: we are adding hours of operation parameters to allow the forecasted headcount to be contained within the specified hours despite when contacts arrive.
- Populate Forecast on the Schedule and Intraday Plan: this will allow you to compare the forecasted headcount alongside the scheduled headcount.
- Upload Contact Volume manually: you can upload your own spreadsheet that contains the Contact Volume. This will allow you to run different scenarios.
- Edit the Forecasted Volume manually: in addition to being able to upload your own Contact Volume, you'll also be able to edit the Forecasted Contacts by dragging columns on the graph.
- Specify the AHT: you can specify the AHT for all Groups or only for selected Groups.
Note: our EAP program for forecasting is now closed.