Welcome to the future!
First thing’s first, this Forecast is not about the weather. Forecast automatically & accurately predicts future contact volume based on data that’s already in your Zendesk account. It’ll even tell you how many agents you need to get that work done based on the parameters you select.
This will make planning a whole lot easier. You’ll be armed with the knowledge you need to schedule agents in the right channels at the right times.
Plus, you can tweak your Forecast to match expected events like marketing campaigns or upcoming launches, so you’re always ahead of the game.
In a nutshell, you’ll be able to:
- Predict: get your future volume forecast down to 15-minute increments and up to a year in advance.
- Tailor: forecast by type of work and make adjustments to account for one-time events.
- Staff: see your forecast in FTE (Full-Time Equivalent) counts based on targets you choose and use this data to create an accurate staffing plan.
In this guide, we’ll tell you how to use Forecast and how to customize it to make it your own.
By now, you’re probably thinking, ‘Enough talking! How do I do this?’ Follow us to the next section, and we will show you how!
We know that some of you prefer to read while others like watching short videos better. In this guide, we will use short videos recorded by our CEO, David, to give you a bit more context.
But if you prefer reading, you can check out our dedicated Help Center about Forecast.
Find here an article about the team & the behind Forecast.