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About WFM AHT forecast settings
Posted May 09, 2024
The Zendesk Workforce management (WFM) forecast uses a single Average Handle Time (AHT) value applied to Full-Time Equivalent (FTE) calculations for all intervals in the day.
However, AHT fluctuates throughout the day. You can select from different AHT forecast settings to account for those fluctuations and generate a more precise FTE calculation.
Selecting AHT forecast settings
With AHT forecast settings you can use either your Zendesk data or import your own historical AHT into your forecast. This allows for a more precise forecast of FTE values.
Note that you can continue to use the default, static value.
To select the forecast AHT settings
- In the Zendesk WFM web app, click the forecast icon (
) in the navigation bar.
- Select a workstream in the left panel.
- Click the Staffing parameters menu in the right panel.
- Above the AHT value, click the AHT Settings menu.
- Select either Use static value, Import your own AHT, or Use Zendesk data.
Note: The static value is used by default. - Depending on your selection, see one of the following sections:
- Forecasting AHT based on imported data
- Forecasting AHT based on WFM’s collected historical data
Forecasting AHT based on imported data
When you select Import your own AHT, you’ll import a CSV file with your own historical AHT.
For the best results, it’s recommended that your import consists of two years of data. Depending on the amount of data you’ve imported, the forecast is generated with different proportions of forecast and fauxcast in it. Usually, it's half of the real data and the rest is fauxcasted.
To import your own AHT
- In the Import AHT dialog, upload a CSV file.
To learn more about importing values, see Importing historical volume for WFM forecasts. - Click Apply to forecast.
After your data is imported successfully, the label next to the AHT field displays Forecasted.
Note: The AHT value appears dimmed and displays the last value saved before the import. This happens because a different AHT value is used for each interval.
When you hover over the selected workstream, it’s noted that the AHT is imported.
Forecasting AHT based on WFM’s collected historical data
When you select Use Zendesk Data, click Apply to forecast. This applies the saved Zendesk values to the forecast.
If you previously imported values, they’re deleted. After your Zendesk data is applied to the forecast successfully, the label next to the AHT field displays Forecasted and the AHT value appears dimmed.
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