WFM Forecasting

In a contact center, accurately forecasting the expected volume of calls, emails, and messages is crucial for optimizing staffing levels. By anticipating contact volume and converting it into staffing requirements, you can ensure that you have the r...

A queue represents a Contact Center, inbox, queue or channel that your team staffs and serves. By organising your calls, emails or messages into queues, you can accurately forecast the expected contact volume and required staffing for each queue. T...

When setting up Average Conversation Time (ACT) for your queues, you establish the typical amount of active time an agent spends handling each contact, minus any idle time. This metric helps translate forecasted contact volumes into precise staffing...

Dialpad WFM's forecasting models analyze your historical ticket data to predict future contact volume. However, we understand that external factors can significantly impact your workload. To accurately forecast during times of change, manually adju...

If your current customer service or CRM platform isn't directly integrated with Dialpad WFM, don't worry! You can still generate accurate forecasts by uploading your historical data via CSV. By uploading your CSV data, you can: Generate precise...

Dialpad WFM makes queue setup easy, but occasionally errors can arise. Let's go over some common queue set-up troubleshooting scenarios.  Queue volume is too low In order to accurately forecast your contacts, the system needs enough data to...

Scenario planning in Dialpad WFM helps teams prepare for different staffing needs by creating various coverage and shift scenarios. This lets managers adjust schedules proactively, ensuring their teams are ready for changes in demand. Let’s dive in...