ShiftTrack Plus

Forecasting

Utilise historical event numbers and handle times to forecast staff and resource requirements.

• Both short and long term forecasting tools.
• Multimedia and back office forecasting.
• Campaign modelling and impact on existing forecasts.
• Shift Optimisation and best case roster modelling.
• Simulation modelling including impact of abandonment rates on contact centre.
• Multiple Forecasting and Shift Template Scenarios without the need for additional license or database requirements.

ShiftTrack Plus includes many powerful features that will allow you to:

Forecast workload by

Multimedia Channel Types.
Queue.
Skill.

Import data from

Historical files.
ACD (multiple if required).
Email systems.
Other multimedia tracking systems.

Forecast workload by

Minute (if ACD allows).
1/4 hour or 1/2 hour.
Hour.
Day / Week / Month / year

Predict impact of special events

Marketing campaigns.
Public Holidays.
Weather.
Seasonal factors.