Hello Everyone,
Today I am going to share my thoughts on the forecast case volumes daily and a 15 minute intervals on Dynamics 365 Customer Service App.
Let’s get’s started.
Customer Service Managers usually checks how the cases has been resolved and timelines and SLA are met according to the agreed timelines with the customer.
So Customer Service Managers must ensure they have enough customer service team to resolve customer cases.
If overcapacity results in higher costs, while undercapacity results in longer wait times, which can reduce customer satisfaction.
In addition to daily case vloume forecasting, we now provide more granular forecasting at 15 minute intervals so that managers can perform agent planning and scheduling with higher precision.
Case volume forecasting was released with the following set of capabilities:
1. Forecast case volume daily.
2. Visualize forecasted volumes daily, weekly and monthly basis for up to six months.
3. Slice forecasted volumes by channels and queue.
4. Automatically detect seasonality from historical traffic to help customer service managers accurately predict case volumes during special seasonal events.
customer service managers can also forecast case volumes at 15 minute intervals from historical data.
That’s it for today.
I hope this helps(@UK365GUY)
#365blogpostsin365days