Maximize efficiency with forecasting in Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service offers a powerful forecasting feature that helps businesses predict and manage service volumes and agent demands. The forecasting model uses AI-based algorithms to analyze historical data and trends, providing accurate predictions for volume and agent demand. Organizations can streamline operations, optimize resource allocation, and enhance customer satisfaction. The feature distinguishes between front-office and back-office operations, allowing organizations to tailor their strategies to specific needs. It provides daily and intraday forecasts for up to six months, considers service-level metrics and seasonality, and offers customizable slicing and exporting of forecast data. Key considerations for accuracy include non-sparse data, clear weekly patterns, volume-based accuracy, absence of level shift, and longer historical data sets. By leveraging forecasting, organizations can optimize their operations and enhance customer satisfaction.

Article 13m Microsoft Dynamics 365 Blog

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