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Forecasting

Forecasting in ezyWFM helps you predict contact volume and staffing requirements using industry-standard Erlang calculations.

Overview

Accurate forecasting is the foundation of effective workforce management. ezyWFM uses historical data to predict:

  • Contact volume by interval
  • Required staffing to meet service level targets
  • Optimal schedule coverage

Importing Historical Data

Before generating forecasts, you need historical contact data.

Manual Import

  1. Go to Data Import in the sidebar
  2. Select Historical Data
  3. Upload a CSV file with the following columns:

| Column | Format | Required | |--------|--------|----------| | date | YYYY-MM-DD | Yes | | interval | HH:MM | Yes | | volume | Number | Yes | | aht | Seconds | Yes | | queue | String | No | | channel | String | No |

API Import

For automated imports, use the External Integration API:

bash
curl -X POST https://your-domain.com/api/v1/import/historical \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "data": [
      {
        "date": "2026-01-15",
        "interval": "08:00",
        "volume": 45,
        "aht": 180,
        "queue": "sales"
      }
    ]
  }'

Import at least 4-6 weeks of historical data for accurate forecasting.

Understanding Forecasts

Erlang C Model

ezyWFM uses the Erlang C formula to calculate required staffing:

  • Input: Contact volume, AHT, service level target, threshold
  • Output: Number of agents needed per interval

The Erlang C formula assumes:

  1. Contacts arrive randomly (Poisson distribution)
  2. Agents handle one contact at a time
  3. No abandoned calls

Erlang X Model

For more accurate results with abandonment, use Erlang X:

  • Accounts for customer patience
  • Better for high-volume scenarios
  • Recommended for 80/20 service level targets

Generating Forecasts

  1. Navigate to Forecasting in the sidebar
  2. Select the date range to forecast
  3. Choose the Erlang model (C or X)
  4. Set your service level parameters:
    • Target percentage (e.g., 80%)
    • Threshold seconds (e.g., 20 seconds)
  5. Click Generate Forecast

Staffing Calculator

Use the built-in staffing calculator for quick estimates:

  1. Enter expected contact volume
  2. Enter average handle time
  3. Set service level target
  4. View required agents

Example Calculation

| Parameter | Value | |-----------|-------| | Contacts/hour | 100 | | AHT | 180 seconds | | Service Level | 80% in 20s | | Required Agents | 12 |

Adjusting Forecasts

Seasonal Factors

ezyWFM automatically detects patterns:

  • Day of week variations
  • Time of day patterns
  • Monthly/quarterly trends

Manual Adjustments

Override automatic forecasts when you know about:

  • Marketing campaigns
  • Product launches
  • Known outages or events

Manual adjustments don't persist across regenerations. Document your reasoning.

Forecast Accuracy

Track how well your forecasts perform:

  • View actual vs. predicted volume
  • Accuracy metrics by day and interval
  • Trend analysis over time

Access accuracy reports in Analytics → Forecast Accuracy.

Best Practices

  1. Update data regularly: Import new historical data weekly
  2. Review accuracy: Check forecast vs. actual weekly
  3. Adjust for known events: Update forecasts before campaigns
  4. Use appropriate models: Erlang X for high abandonment rates
  5. Plan ahead: Generate forecasts 2-4 weeks in advance

Next Steps