WFM Forecast - Predict Workload

While forecasting approaches can range from a simple gut feeling to complex mathematical modeling, this course covers the most common forecasting techniques used by contact centers today. It outlines the steps for developing a weekly, daily, and half-hourly forecast of call volume and average handling time (AHT).

  • WFM
  • 1 hour 30 min

What Learners will learn

  • Apply the time series analysis to predict weekly call volume
  • Calculate an intra-week and an intra-day forecast
  • Determine a forecast for the AHT
  • Integrate events in the forecast
  • Calculate workload based on the forecasts for call volume and AHT
  • Assess the accuracy of a forecast

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 Workload Prediction
  • Long-Term Forecasting with Time Series Analysis
  • Creating an Intra-Week Forecast
  • Creating an Intra-Day Forecast
  • The Impact of Events
  • Forecasting the Average Handling Time (AHT)
  • Defining the Forecast Accuracy
  • Final Exam


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

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