Announcing AHT Forecasting (Closed Beta)!

We are thrilled to announce the recent launch of the Closed Beta for AHT Forecasting! This is an exciting step for our WFM Team.

Learn more below:

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.

Who has access to this feature?
Please note, this feature is only available for customers using WFM V2 features.

Please visit the Community page here to sign up!