How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time?

Question

How do you build an accurate WFM forecast with Handle Time data that doesn't account for actual Handle Time? Rather, it's accounting for the time a convo is open, even if an agent is working on 4 concurrent chats. Handle Time is usually the actual time spent working in the ticket, even if there are other tickets open - those other tickets that are not being worked on would not be accounted for as 'Handle Time'. Trying to find a way to forecast accurately without this data.

Beth · Accepted Answer

Hi @sandy m​Some additional details would be helpful here so I'd recommend reaching out to our Support team through the Messenger to discuss further!

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