Forecasting HelpDesk Calls--Methodology: Planning, Strategy and Management discussion at CallCentreVoice

CallCentreVoice Topic Forecasting HelpDesk Calls--Methodology

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Dan H on 14/8/2007 22:45:33.
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Dan H Analyst Travel Industry 2 posts 0 friends welcomed	Forecasting HelpDesk Calls--Methodology [14/8/2007 22:45:33]
	I'm trying to forecast monthly volumes for helpdesk, roadside assistance, etc. I have daily historical data for one year. Given that last year's dates fell on different days (SUN, MON, TUES) and my budgeted volumes are in calendar month--Sept 1-Sept 30 for example--rather than weekly months (Week 36-39) what is the best approach to this? I haven't noticed any similarities in daily distributions as the % of week per day seems random YTY and MTM. How do I lay this out. I need to provide a forecast one month in advance each month. Thank you!

Dave Appleby Resource Analyst Healthcare Insurance 1443 posts 0 friends welcomed	Forecasting HelpDesk Calls [15/8/2007 09:28:10]
	Dan, Have a look at some of the thread links below first. LINK1 LINK2 LINK3 LINK4 LINK 5 I think, however, you need to look at month last year, weight it against up or down shift this year. Trying to do it week against week / day against day is a hiding to nothing. IE: Take the month from last year, the average daily distribution then weight it for volume changes YTD against last year. I take it you've just got the job :-) Have fun DaveA

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