Setting up WFM forecasting

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<p id="docs-hc-snippet" style="display: none;">Forecasting in Zendesk Workforce management (WFM) is the process of predicting future contact volumes and staffing needs using historical data and advanced algorithms to ensure that the right number of agents are scheduled at the right times. This helps you optimize resources and consistently meet service goals.</p>
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<p id="docs-ai-summary-content">Learn how to set up workforce management forecasting to predict future contact volumes and staffing needs. Configure historical volume periods, choose forecasting algorithms, adjust for upcoming events, exclude outliers, and edit staffing parameters to optimize resource allocation and meet service goals. This setup helps ensure you have the right number of agents scheduled at the right times.</p>
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<div class="body">

<p class="p">Forecasting in Zendesk Workforce management (WFM) is the process of predicting future contact
volumes and staffing needs using historical data and advanced algorithms to ensure that the
right number of agents are scheduled at the right times. This helps you optimize resources and
consistently meet service goals.</p>
<p class="p">In this article, you'll learn how to set up and manage your WFM forecasting by setting the
historical volume period for each of your workstreams forecast scenarios, selecting a
forecasting algorithm, adjusting your expected volume based on unique upcoming events,
excluding outliers to remove dates and times that may skew your forecast, and configuring your
staffing parameters to calculate how many agents you should expect to schedule.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_jpw_sxz_pcc">
<li class="li" dir="ltr"><a class="xref" href="#topic_ub5_whd_tzb">Setting the historical volume
period</a></li>
<li class="li"><a class="xref" href="#topic_fy3_4ct_tfc">Selecting a forecasting
algorithm</a></li>
<li class="li"><a class="xref" href="#topic_kgl_ymt_xbc">Adjusting the inbound volume</a></li>
<li class="li"><a class="xref" href="#topic_jjz_h4t_xbc">Excluding historical inbound volume
outliers</a></li>
<li class="li"><a class="xref" href="#topic_ptn_jpt_xbc">Editing staffing parameters</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="topic-1__ul_c5h_yxp_c3c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">Viewing and managing forecast scenarios</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940054229402" target="_blank">Viewing your active forecasts</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ub5_whd_tzb">
<h2 class="title topictitle2" id="ariaid-title2">Setting the historical volume period</h2>
<div class="body">
<p class="p" dir="ltr">You can set the historical volume period for each workstream <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">forecast scenario</a>. This allows you to decide which historical data
you want to include or exclude in your forecast calculation.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194" target="_blank">Understanding WFM forecasting</a> to learn more about how your
historical Zendesk ticket data is migrated.</p>
<div class="p" dir="ltr">
<strong class="ph b">To select the historical volume period</strong><ol class="ol" id="topic_ub5_whd_tzb__ol_enw_fb1_qcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_ub5_whd_tzb__d8e351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the sidebar, then select <strong class="ph b">Forecast scenarios</strong>.</span></li>
<li class="li">Under <strong class="ph b">Workstreams</strong>, use the drop-down menu to select a workstream.</li>
<li class="li">Click the scenario you want to view.</li>
<li class="li">In the <strong class="ph b">Historical volume</strong> panel, select if you want to use your <strong class="ph b">Zendesk
data</strong> or to use <strong class="ph b">Imported data</strong> as your Data source.<p class="p"><img class="image" id="topic_ub5_whd_tzb__image_ar5_5zp_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecast_historical_volume.png.png" width="800"></p>
<ul class="ul" id="topic_ub5_whd_tzb__ul_drv_x1m_dgc">
<li class="li">If you selected <strong class="ph b">Zendesk data</strong>, choose whether to <strong class="ph b">Use all available data
from the last 2 years</strong> or to <strong class="ph b">Ignore data prior to</strong> a specific date. Use
the date picker to select your desired date.<div class="note important">
<span class="importanttitle">Important:</span> The forecasting
engine can use up to two years of data if it's available within WFM. Keep in mind
that only six months of your historical ticket data from Zendesk is migrated into
WFM when it's first activated for your account. You must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk Support </a>to manually import a longer
historical period. </div>
</li>
<li class="li">If you selected <strong class="ph b">Imported data</strong>, download and use the Import volume template.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365713946" target="_blank">Importing historical volume for WFM
forecasts</a>.<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can also forecast outbound volumes by importing outbound
ticket data into a specific workstream.</div>
</div>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fy3_4ct_tfc">
<h2 class="title topictitle2" id="ariaid-title3">Selecting a forecasting algorithm</h2>
<div class="body">
<p class="p">You can set the Forecasting algorithm for each workstream <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">forecast scenario</a>.</p>
<p class="p">The best forecasting algorithm for each workstream is automatically selected by analyzing
your historical data and testing all algorithms. This is to determine which will perform
best for the specific workstream. However, you can overwrite the automatic algorithm
selection and choose any algorithm Zendesk WFM offers. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365725210" target="_blank">About WFM forecast algorithms</a> to learn more.</p>
<div class="p" dir="ltr">
<strong class="ph b">To select the forecasting algorithm</strong><ol class="ol" id="topic_fy3_4ct_tfc__ol_ahy_tgd_fgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_fy3_4ct_tfc__d8e351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the sidebar, then select <strong class="ph b">Forecast scenarios</strong>.</span></li>
<li class="li">Under Workstreams, use the drop-down menu to select a workstream.</li>
<li class="li">Click the scenario you want to view.</li>
<li class="li">In the <strong class="ph b">Algorithm</strong> panel on the right, select the algorithm you want to use as
Forecasting algorithm for this workstream.<p class="p"><img class="image" id="topic_fy3_4ct_tfc__image_ixg_pbq_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecas_scenario_algorithm.png" width="800"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_kgl_ymt_xbc">
<h2 class="title topictitle2" id="ariaid-title4">Adjusting the inbound volume</h2>
<div class="body">
<p class="p">You can adjust the expected inbound volume based on unique upcoming events, such as
marketing campaigns and feature sunsets for each workstream <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">forecast scenario</a>. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_qq1_cts_tfc" target="_blank">Understanding inbound volume</a>.</p>
<p class="p"><strong class="ph b">To adjust your inbound volume</strong></p>
<ol class="ol" id="topic_kgl_ymt_xbc__ol_l2y_mnt_xbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_kgl_ymt_xbc__d8e351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the sidebar, then select <strong class="ph b">Forecast scenarios</strong>.</span></li>
<li class="li">Under Workstreams, use the drop-down menu to select a workstream.</li>
<li class="li">Click the scenario you want to view.</li>
<li class="li">In the <strong class="ph b">Volume adjustments</strong> panel on the right, click the plus icon (+) to add an
adjustment.<p class="p">Here, you can:</p>
<ul class="ul" id="topic_kgl_ymt_xbc__ul_pl5_xbq_c3c">
<li class="li">Rename your adjustment to give it more context. For example, you can name it
Marketing, New feature release, etc.</li>
<li class="li">Select the date range to apply your volume changes.</li>
<li class="li">Enter your expected inbound ticket volume under <strong class="ph b">Change</strong> and select if this
value is a percentage (<strong class="ph b">%</strong>) or exact value (<strong class="ph b">#</strong>).</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_kgl_ymt_xbc__image_ql5_xbq_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecast_volume_adjustment_new.png" width="300"></p>
<ol class="ol" id="topic_kgl_ymt_xbc__ol_ol5_xbq_c3c" type="a">
<li class="li">You can continue creating additional volume adjustments by clicking the plus icon
(+).</li>
<li class="li">When you're done, click <strong class="ph b">Save</strong>. <p class="p">Your inbound volume chart and required
staffing counts are updated.</p>
</li>
</ol>
</li>
</ol>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tt3_qsx_xbc">
<h3 class="title topictitle3" id="ariaid-title5">Understanding inbound volume adjustment distribution</h3>
<div class="body">
<p class="p">The distribution of your inbound ticket volume adjustment is calculated by
rounding to one decimal place, for example, 10.1 instead of 10.123. </p>
<p class="p" dir="ltr">Values are distributed in 15-minute intervals proportionally to what the
forecast calculates. Any remainders are then distributed randomly, following the patterns
identified in the forecast.</p>
<p class="p" dir="ltr">The following examples illustrate different scenarios for this calculation.</p>
<p class="p"><strong class="ph b">Volume adjustment by number of tickets</strong></p>
<p class="p" dir="ltr">Selecting changes by the number of tickets for a specific time period
distributes them according to the forecasted trend for that period.</p>
<p class="p">For example, if you expect 10 additional tickets on a future day and assume the forecast
is equal throughout the day, the tickets are distributed evenly across all time intervals. </p>
<p class="p">Each day consists of 96 15-minute intervals. Dividing the 10 additional tickets by 96
equals approximately 0.10416667. </p>
<p class="p">This value is rounded to 0.1 and added to each 15-minute interval:</p>
<div class="p">
<pre class="pre codeblock"><code>96 * 0.1 = 9.6 tickets, leaving 0.4 from the total of 10</code></pre>
</div>
<p class="p">The remaining 0.4 tickets are distributed randomly according to the forecast pattern.</p>
<p class="p" dir="ltr"><strong class="ph b">Volume adjustment by percentage</strong></p>
<p class="p">When you create an inbound volume adjusted by percentage, the algorithm takes the absolute
value of tickets for the selected period and applies the percentage to it. This results in
the addition or subtraction of a number of tickets, which is then distributed as described
above.</p>
<p class="p">For example, consider a one-day period with an expected value of 20 tickets. If you set
an increase of 100% for that specific day, the expected number of tickets doubles to 40.
The distribution process then occurs as explained above.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jjz_h4t_xbc">
<h2 class="title topictitle2" id="ariaid-title6">Excluding historical inbound volume outliers</h2>
<div class="body">
<p class="p">You can exclude outliers by removing dates and times that may skew your forecast. This can
be useful for events such as a one-time marketing campaign or an outage that could have
caused a sudden increase in your inbound volume.</p>
<p class="p">After you've saved the excluded outliers, the forecast recalculates and displays without
the impact of historical spikes. It may take a few moments for the forecast to
recalculate</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This option is not available for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443365713946" target="_blank">imported data</a>. You must edit outliers within the import itself. </div>
</div>
<p class="p"><strong class="ph b">To exclude historical inbound volume outliers</strong></p>
<ol class="ol" id="topic_jjz_h4t_xbc__ol_xsx_k4t_xbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_jjz_h4t_xbc__d8e351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the sidebar, then select <strong class="ph b">Forecast scenarios</strong>.</span></li>
<li class="li">Under Workstreams, use the drop-down menu to select a workstream.</li>
<li class="li">Click the scenario you want to view.</li>
<li class="li">In the <strong class="ph b">Excluded Outliers</strong> panel on the right, click the plus icon (+) to add an
outlier.</li>
<li class="li">Click in the name field or select the options menu icon (<img class="image" id="topic_jjz_h4t_xbc__image_afh_xsx_xbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">), then select <strong class="ph b">Rename</strong>.<p class="p">Accurately rename the
outlier. For example, Outage.</p>
<p class="p"><img class="image img-screenshot" id="topic_jjz_h4t_xbc__image_cfs_ngt_tfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecast_excluded_outliers_new.png" width="300"></p>
</li>
<li class="li">Choose a start and end time and date as well as the time you want to exclude.<div class="note attention">
<span class="attentiontitle"></span> If the selected exclusion date range does not have enough preceding
data to remove the outlier (a minimum of two weeks is required), this specific outlier
will not be replaced, and a warning will be displayed. However, the forecast will still
be generated successfully.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">(Optional) If you want to delete an excluded outlier, click the options menu icon
(<img class="image" id="topic_jjz_h4t_xbc__image_nrr_nsx_xbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16">), then select <strong class="ph b">Delete</strong>. If you want to delete
all of the outliers created, click the button at the bottom of the column. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ptn_jpt_xbc">
<h2 class="title topictitle2" id="ariaid-title7">Editing staffing parameters</h2>
<div class="body">
<p class="p">The forecast allows you to adjust <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__fte" target="_blank">full-time equivalent (FTE)</a> count parameters
according to your business needs, since not every workstream has the same <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__f_r_t" target="_blank">first response time (FRT)</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#topic_xwv_3n4_52c__a_h_t" target="_blank">average handle time (AHT)</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345024538#topic-1__shrinkage" target="_blank">shrinkage</a> expectations. </p>
<p class="p">Your minimum staffing number is respected whenever possible during automatic scheduling.
However, there are cases where high forecasted demand takes priority over minimum staffing.
If a workstream is part of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_qbx_1tz_11c" target="_blank">combined workstream</a>, the minimum staffing number to
respect is the highest across all workstreams involved. Learn more about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_qrb_mgf_bhc" target="_blank">Required staffing</a>.</p>
<p class="p">You can also set specific business hours and a channel preference for a workstream. The
channel preference controls staffing parameters that will be used to build your staffing
forecast.</p>
<p class="p"><strong class="ph b">To modify your FTE count parameters</strong></p>
<div class="p">
<ol class="ol" id="topic_ptn_jpt_xbc__ol_zbs_mpt_xbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_ptn_jpt_xbc__d8e351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_forecasts_icon.png" width="16">
<strong class="ph b">Forecasting</strong> in the sidebar, then select <strong class="ph b">Forecast scenarios</strong>.</span></li>
<li class="li">Under Workstreams, use the drop-down menu to select a workstream.</li>
<li class="li">Click the scenario you want to view.</li>
<li class="li">In the <strong class="ph b">Staffing parameters</strong> panel on the right, click the arrow to expand the
panel. <div class="p">From here you can: <ul class="ul" id="topic_ptn_jpt_xbc__ul_jx2_zcq_c3c">
<li class="li">Select the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_zrb_mgf_bhc" target="_blank">Channel</a> preference for the workstream. </li>
<li class="li">Adjust the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_bsb_mgf_bhc" target="_blank">Occupancy Rate</a> for the workstream.</li>
<li class="li">Change the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_dsb_mgf_bhc" target="_blank">AHT</a> and select values for hh:mm:ss.</li>
<li class="li">Specify the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_hsb_mgf_bhc" target="_blank">Target</a> of the FRT and select the values
for hh:mm:ss.</li>
<li class="li">State the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_hsb_mgf_bhc" target="_blank">SLA attainment Target</a>.</li>
<li class="li">Enter a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_jsb_mgf_bhc" target="_blank">Shrinkage</a> value.</li>
<li class="li">
<div class="note note">
<span class="notetitle">Note:</span> Shrinkage is the % value of unscheduled or scheduled activities (vacations,
sick leaves, etc.) which prevent employees from performing their work. The
industry standard is approximately 15-35%. </div>
</li>
<li class="li">Add the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194#topic_msb_mgf_bhc" target="_blank">minimum staffing</a> number you need for that
workstream.</li>
<li class="li">Choose whether or not you want to specify your availability or business hours. </li>
<li class="li">You can also reset to the default values.<p class="p"><img class="image" id="topic_ptn_jpt_xbc__image_kx2_zcq_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_forecast_staffing_paramaters.png" width="300"></p>
</li>
</ul>
</div>
</li>
<li class="li">When you're done, click <strong class="ph b">Save</strong>.</li>
</ol>
Currently, your minimum staffing number will be respected whenever possible when
scheduling automatically. There may be instances, however, where high forecasted demand is
prioritized over minimum staffing. If you've signed up for the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_qbx_1tz_11c" target="_blank">Combined Workstream EAP</a> and the workstream is
associated with a combined workstream, the minimum number to be respected is the highest
among all workstreams.</div>
</div>
</div>
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downTriangle.style.display = "inline";
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summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
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