What statistics does the short-term forecast primarily focus on?

The short-term forecast in workforce management primarily focuses on metrics that are crucial for immediate operational planning, particularly the volume of calls that are expected to be received and the average time agents spend handling these calls. By concentrating on offered calls and average handle time, organizations can better prepare for the staffing needs required to meet demand and ensure efficiency during peak times.

Offered calls indicate the demand for agent assistance, while average handle time provides insight into how long each interaction takes on average. This combination helps managers adjust schedules, allocate resources effectively, and maintain service level agreements. Accurate forecasting in these areas allows for a more responsive and adaptable approach to managing workforce resources, ensuring that customer service levels remain high even during fluctuating call volumes.