I added forecasting to my report but the results do not make sense. What is happening here?
Zendesk Explore forecasting is a two steps process.
- It looks for a pattern that describes the historic data in your account;
- It applies that pattern forward in time.
This basic approach allows forecasting to be applied to a wide range of data but it also has limitations.
Developing an effective forecasting model requires extensive testing, understanding of the data being modeled, and development. Explore forecasting is not meant to be a fully developed forecasting system.
Explore forecasting works best when the data is composed of a trend and a cycle on top of the trend. For example, if your ticket volume is growing over time but you also have surges in ticket volume around holidays forecasting may do a good job of predicting ticket volume during next year's busy period.
Data which is a function of multiple inputs is not a good candidate for forecasting. For example, the First reply time is a function of ticket creation, staffing, and agent efficiency. These variables are not captured by Explore forecasting and as a result, the forecast won't be useful.