WFM Forecast - Data Collection and Analysis

The best predictor of future call workload is past data. The key is gathering the right data. In this course, you will learn how to collect data for staff planning and how to prepare it for forecasting future workloads.

  • WFM
  • 45 min

What Learners will learn

  • Describe the sources that are used in contact centers to gather data as a base for calculating forecasts
  • Identify the metrics that are important for staff planning and ensure that their data is reliable
  • Explain typical patterns of call distributions in contact centers
  • Distinguish between planned and unplanned events and articulate the effects they can have
  • Identify events by using methods such as standard deviation and box plots
  • Create an event overview and normalize the database

Who should take this?

  • Anyone involved in workforce management
  • Newly hired workforce managers (as part of onboarding)
  • Employees seeking to expand their area of responsibilities

Course Outline

  • The Importance of Historical Data
  • Identifying Data Sources
  • Metrics and Data Validation
  • Analyzing Patterns and Events
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The WFM Forecast - Data Collection and Analysis course is designed by call center experts to provide a practical and engaging learning experience. Start today.