Aspect Inbound Forecasting Basics Course
Call Design’s Aspect Workforce Inbound Forecasting Course is designed to empower contact centre professionals with the tools and knowledge necessary to accurately build inbound forecasts for the short and medium term.
This two-day course teaches you about the inputs into forecasting as well as mastering what-if scenarios.
Other courses:
LOCATION: ONLINE
COURSE DURATION: 2 DAYS
DATES: 9th -10th July, 2025
COST: $1600 +GST
What You Will Learn:
Participants in the Aspect Workforce Management Inbound Forecasting Basics course will gain:
- A thorough understanding of historical patterns.
- Expertise in how to use scenarios to test out different forecasting situations.
- The ability to create single and multiskill forecasts.
Course Outline
Module 1: Navigation and Interface Overview
- Understand Alvaria Workforce Workflow.
- Identify how to navigate Alvaria Workforce effectively.
Module 2: Define Forecasting Inputs
- Understand the different inputs used in forecasting.
- Learn how to create and update forecasting inputs.
Module 3: Define Forecasting Scenarios
- Understand the different Forecasting and Staffing Basis in Aspect Workforce.
- Learn how to apply different Forecasting Basis and the impact these have on a forecast.
- Create and update Forecasting Scenarios.
Module 4: Generate Intraday and Daily Volume Forecasts
- Understand how to generate volume forecasts.
- Understand the outputs of the Forecast runs.
- Understand when and how to apply different inputs and special patterns to forecast for various situations.
Module 5: Create a new Forecast Group
- Understand each historical forecast pattern and how it relates to the forecasting outputs.
- Define, update, and apply average handle time to a forecast.
Module 6: Create Workload Forecasts
- Generate workload forecasts using different Historical Patterns and Forecasting Basis.
Module 7: Understand Staff Groups
- Understand the historical patterns associated with Staff Groups.
- Understand shrinkage and how to create and maintain Shrinkage Sets.
Module 8: Generate Staffing Forecasts
- Understand how to generate staffing forecasts and the impact of changes to historial patterns and scenarios on the outputs.
Module 9: Generate Multi-Skilled Staffing Forecasts
- Understand the difference between single and multi-skilled forecasts.
- Generate a staffing forecast using a simulated multi-skilled environment.
