Forecasting 2.0 is a completely new version of our forecasting feature that will take a look at your historical data on Zendesk, and then use that data to compute and predict how many contacts of certain types (you will define the types of contacts) you're expected to receive in the future. Then, all on the same screen, you can take the volume forecast and using certain parameters and metrics that you can adjust, calculate the number of FTEs you will need to handle the volume and hit those goals. How exciting!
Is this available to everyone?
The EAP is open to all existing Tymeshift customers. However, the forecasting service does require a large amount of historical data from Zendesk to be available (2+ years) in order to create meaningful forecasts.
Note: Once the forecasting feature becomes part of General Availability, it will only be available to Enterprise customers.
What is expected of me?
There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation.
2. Report any bugs.
3. Be open to working very closely with us, initially and ongoing through this stage.
4. Willing to get it wrong, in order to make it better.
5. When you achieve success, share it with us.