Predict and manage support needs with forecasting in Dynamics 365 Customer Service
Forecast reports offer a structured way to predict support needs for your organization, using historical data as a basis. They'll help streamline your operations, boosting efficiency and lowering costs while preserving a positive customer experience.
You can use forecast reports to plan staffing levels and other resource allocation based on predicted case and conversation volumes, as well as predicted agent demand for conversations.
Learn more: Maximize efficiency with forecasting in Dynamics 365 Customer Service - Microsoft Dynamics 365 Blog
Key feature functionalities
Incorporating Service-Level Metrics
The feature considers operational metrics such as service level, shrinkage, and concurrency when forecasting agent demand. By considering these factors, organizations can ensure that the agent ability forecast aligns with service level agreements and operational constraints, maximizing efficiency and customer satisfaction.
Auto-Detection of Holidays
Our forecasting model uses historical traffic patterns to automatically find holidays, resulting in more precise predictions. This functionality helps organizations adjust their operations according to holiday-related changes in service demand across various regions, guaranteeing the best service levels despite fluctuations in customer activity during holidays.
How it works
Tips and tricks
Requirements: You need customer service license in Dynamics 365 Customer Service to access Forecast Service functionality.
Availability
This feature is available now to all Microsoft Dynamics 365 Customer Service users.
Feedback
We want to hear from you! Please feel free to share your feedback with Dynamics customer support https://successhub.crm.dynamics.com. You can access the feedback link only if you meet the above requirements mentioned in the Requirements section.
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