Forecast case and conversation volumes
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 25, 2022 |
- | - |
Business value
Customer service managers must ensure that they have an adequate number of agents available to provide service to customers. Overcapacity results in higher costs, while under capacity results in longer customer wait times, reducing customer satisfaction. With this feature, customer service managers can plan the right level of staffing for contact centers based on the forecast volume of cases and conversations.
Feature details
The following are key capabilities of the forecast case and conversation volumes feature:
- Forecast upcoming case and conversation volumes based on historical traffic.
- Visualize forecast volumes on a daily, weekly, and monthly basis, for up to six months.
- Slice and dice forecasted volumes by channel and queue.
- Automatically detect seasonality from historical traffic. This helps customer service managers to accurately predict case or conversation volume during special, seasonal events.