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How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time?

  • 19 April 2022
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How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time? Rather, it's accounting for the time a convo is open, even if an agent is working on 4 concurrent chats.

 

Handle Time is usually the actual time spent working in the ticket, even if there are other tickets open - those other tickets that are not being worked on would not be accounted for as 'Handle Time'. Trying to find a way to forecast accurately without this data.

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Best answer by Beth 20 April 2022, 22:48

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Hi @sandy m​ 

 

Some additional details would be helpful here so I'd recommend reaching out to our Support team through the Messenger to discuss further!

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