Volume forecast

A prediction of the incoming support contacts your team will receive over a given interval—whether that’s a day, a week, a month or the next 15 minutes.

• The simplest forecast would look at the last interval measured and predict that the current interval will remain the same.

• Beyond simply taking the past at face value, additional patterns emerge as your forecast accounts for more and more factors that affect and explain your volume—such as time of day, day of week, seasonality, a new product launch, etc.

• Forecasts for support generally start with the smallest interval measured and build up to larger forecasts for days, weeks and months.