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What is the WFM AHT Forecasting?
Posted May 09, 2024
WFM forecast uses a single AHT (Average Handle Time) value applied to FTE calculations for all intervals in the day. However, AHT fluctuates with some pattern throughout the day, and for more precise FTE calculation, we have to account for those.
With AHT forecast we enable our customers to either use their Zendesk data or import their own historical AHT into WFM Forecast, allowing for a more precise forecasting of FTE values. The static value that is offered now will continue to be an option, so if it is working for you, you can keep using it.
More information can be found here.
Closed Beta Limitations:
To access the Closed Beta, the product team will need to have a brief explanation of your use case to assess if enablement is beneficial and applicable. For that, please provide the application through this form.
Forecasting
AHT forecasting will be available only from the time of Zendesk WFM (previously Tymeshift) installation.
Related to the chosen algorithm, it is important to mention the algorithm selection is automatic. However, when changing the algorithm used for inbound volume forecast, the AHT forecast will also be updated using the new algorithm selected.
Forecasted AHT is not possible to be manually adjusted. If values do not match the expected, the options are to regenerate or switch back to the static value option.
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