Chat Forecasting,

Staffing & Scheduling

Business Analytics
Workforce
Team Management

Chat Forecasting
This vertical includes the following skills:

WFM

1. Pro-active
2. Reactive
For the first skill (Pro-active), we forecast the hot leads considering
most recent 4 weeks rolling average of hot leads with neutralizations
wherever applicable.
For the 2nd skill (reactive), we forecast the chats considering most
recent 4 weeks rolling average of chats requested (chats completed +
chats abandoned) with neutralizations wherever applicable.

Chat Staffing
For Reactive skills, Chat forecast is derived by considering the interval
wise chat requests at hourly interval for last 4 weeks.

WFM

Once chat volume is forecasted for these skills, we add the interval
wise volume proactive and reactive skills to derive the total volume.
Total volume forecast of an interval = volume forecast for Pro-active
skills + volume forecast for reactive skills.
Based on the CPH for last 4 weeks, the hourly interval wise staffing is
derived.
Interval wise staffing = Overall interval wise volume/Average CPH for
last 4 weeks.

Thank You !
Team WFM