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ITIL :: View topic - Call volume forecasting
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Call volume forecasting

 
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Mon Dec 17, 2007 7:22 pm    Post subject: Call volume forecasting Reply with quote

Hello , I have come across a few techniques for Helpdesk call volume forecast. It includes the methodology precribed in this article http://www.isssp.com/media/archives/kn/A-0807-276.pdf and Erlang C calculator. The viewers should be able to get some help using these tools. However, my dilemma is that the techniques mentioned in the attached PDF holds good for Helpdesks which are actually 36 months old or older than that . While the Erlang C calculator is reactive in nature . This means that I can go back to my business areas and justify why my agents lost calls but I can't actually forecast them . What is the prescribed or practised way of call forecasting for young helpdesks ?
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Tue Dec 18, 2007 3:47 pm    Post subject: Call volume forecasting Reply with quote

No Responses yet . Does this question makes any sense to you ?
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dam
Senior Itiler


Joined: Sep 05, 2007
Posts: 57

PostPosted: Wed Dec 19, 2007 1:16 am    Post subject: Reply with quote

I donít think thereís a magical answer, if you want to do forecasting, you need the most information you can get. Since you donít have loads of statistical information from the past, try to get the most from:

1) The business: any business has his critical peaks. Some businesses are cool in the last week of December because itís right after the Christmas presentsí rush, some others get the peak that same week because they deal with end of the year financial closings. So keep in touch with the business.
2) New customers bring new users of your service and so potentially need for additional service desk power. Knowing in advance when a new customer has signed a deal may help you, once again keep in touch with the business.
3) The application development: any live release brings some extra needs in terms of support (risk of regressions etcÖ) in the days that follow the release. It happens that minor releases could be more dangerous than major releases because there are less acceptance tests. So keep in touch with application development to know whatís going on even before formal communication.

This is my two cents, and if you find any magical answer about forecasting please let me know, Iím in a similar situation (very young service desk)!

Cheers,
DAM
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

PostPosted: Sun Dec 23, 2007 12:35 am    Post subject: Call volume forecasting Reply with quote

I can't agree no more with you Dam . There is indeed no answer. The most obvious of all answers is the historical data which is missing in our cases.Let's take life as it comes

Regards

Viv
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