Managing Forecasts
The most critical and useful step in the workforce management process is forecasting. Based on the work history details that you enter through ACD and PBX systems, WFO Live forecasts call volume and employee requirements for time frames in the future. WFO Live calculates a forecast for future call volume, average handling time, and employee requirements for each 15-minute period of the day based on service level objectives.
WFO Live's comprehensive forecasting features help you to evaluate current and future staff requirements and explore how a change in workload or operating goals during a particular day or week would affect your center. WFO Live provides accurate forecasts for normal and distinctive day workloads.
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