Workforce Intelligence is live: weekly forecast

A new module for call center managers: Workforce Intelligence. It forecasts next week hour by hour based on your historical call volume, calculates the required headcount according to your target service level, and highlights planning gaps before you even notice them. If you’ll be short by three people at 14:00 on Tuesday, you’ll know it while setting up the schedule, not at noon on that day.

• Weekly forecast band: Low, medium, and high scenarios (p10, p50, p90) for each hour. Public holidays are read from the system calendar, and idle hours are counted as data.
• Staffing calculation with Erlang C: The standard queueing formula for call centers determines the required headcount per hour based on your target service level. Break and absenteeism allowances are measured from your own records; if they cannot be measured, it is explicitly stated that they are assumptions.
• Understaffed and overstaffed hours: Current schedule shown alongside hourly needs; how many people are missing in which hour, where there is excess, with the worst hours listed at the top.
• Draft shifts, no unapproved publishing: The system generates a draft to close the gap; the decision to publish remains with the manager via the existing button in the Shift Planner.
• CALLAII rationale and accuracy card: A simple sentence explains why a specific hour is understaffed. Last week’s forecast is compared with actuals; if data is insufficient, it states so.
• No big claims with little data: The density map opens with three weeks of records; staffing calculations automatically activate once sufficient volume is available.

The module is located next to the Shift Planner in the HR menu, offered as a plugin, and works in five languages.