Required Permission Level: Administrator, or View Insights (Users with View Insights permission can create new schedules for a Staffing Forecast Report and modify existing schedules)
Using your historical call data and your determined service level factors, the Staff Forecasting feature shows a simplified, refined forecast of the suggested number of agents and a predicted call volume broken out by day of the week and time of day.
Staff Forecasting reports can be run on the fly or configured to be delivered regularly via a saved schedule.
Running or scheduling a Staff Forecasting Report
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1
Navigate to the Insights page in the Brightmetrics sidebar. -
2
Click Add Schedule or Run Report — depending on whether you want to run it once now or set up a recurring schedule. -
3
Select your Queue. Only one queue can be selected at a time — if you want to see the report for multiple queues, each must be run separately.
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4
Input the Target Wait Time and Target Variance. Target Wait Time is the ideal speed of answer in seconds; Target Variance is how many seconds over or under that target is tolerable. -
5
Choose the week you'd like data for — Current Week or Following Week. -
6
Enter the email address where you'd like the report sent. -
7
If setting up a recurring schedule, select the time and day you'd like the report generated. If running a one-time report, skip this step.
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8
Click Save.
Checking the Disable Preface checkbox excludes the introductory information from the report.
The introductory preface includes information on the equations, calculations, and algorithms used to build the forecast report, as well as how to read the report, pertinent field and term definitions, other useful clarifying information, suggested number of agents by hour and day, and historically-based predictions of call volume by hour and day.
Reading your Staff Forecasting Report
- The time intervals along the left side of the table show the day's time intervals.
- The numbers at the top of the table indicate the number of agents needed to achieve the input Target Wait Time.
- The blue bars follow the tolerable range of agents along the top of the table, while the black bars indicate the optimal suggested number of agents for the time period.
- Grey text next to these bars indicates the predicted call volume the suggestions are based on.
- The grey/blue/grey numbers also indicate the optimal number of agents to staff (blue) and the lower (grey-left) and upper (grey-right) staffing level tolerance.
We hope this provides you with a useful tool for better optimizing your team.
Questions or feedback? Please email us at support@brightmetrics.com.