More accurate forecasting of call volumes and agent workloads with Monet WFM Live

Learn in this video how to run simulations to calculate a precise forecast for future call volumes, agent requirements and average handle time for any time interval of the day, based on historical data from ACD with Monet Workforce Management Software.



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Call Forecasting with Monet WFM Live Workforce Management - Transcript

Efficient scheduling starts with an accurate forecast of call volumes

Monet's agent and call forecasting is the initial step of the Monet workforce management system. Monet's forecasting provides the initial agent requirements based on historical call information and trending analysis as well as service level objectives. Agent requirements are displayed in 15-minute intervals along with projected occupancy rates. Agent's additional hours required to properly serve non-call related activities are also displayed.

Better call forecasting with simulation and what-if scenarios

Monet allows the scheduler the flexibility to alter the forecast to suit changing conditions or to play out various what if scenarios. By selecting the total day change tab – for instance, you could make adjustments to the total day work time. In this example we will increase the average work time by 10% allowing for a less experienced group of agents to be scheduled for this day. Once this information is entered, Monet will adjust both the agent requirements and the average handle time and display the new agent requirements based on the increase in average handle time. The supervisor may continue to make additional changes providing an easy and accurate way to fine tune the daily forecast of call volumes.

Please make sure to watch the next video, Call Center Scheduling, to learn more about how to create a schedule based on the forecast. Thank you.

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Call Center Workforce Optimization In Action
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