Forecasting with Percentage Volumes

If we establish that Monday represents 20% of the full weeks calls then we can apply this to any given volume of calls to create a forecast.

Day

• If the forecast is for 10k calls next week
• Apply 20% to the forecast
• This gives a forecast for Monday of 2k calls

Intra-day

• If we then establish that Monday at 09:00-09:30 hrs may represent 1% of the week’s calls during the working window
  o Alternatively, this percentage instead of being a percent of the working window could be a percent of Monday’s calls
• Apply 1% to the 2k Monday call forecast
• This gives a forecast for 09:00-09:30 hrs of 20 calls

We then repeat this exercise for each day of the week and each 30-minute time segment.

Call Forecasting 6 - Call Profiles as Percentages

Call Forecasting 8 - Intra-Day Profile Tables