Which activity would typically involve analyzing historical data in Workforce Management?

Forecasting future workload is fundamentally rooted in analyzing historical data. This process involves looking at patterns and trends from past performance metrics, such as call volumes, handling times, and service levels. By studying historical data, managers can identify seasonal trends, peak times, and variations in workload due to factors like holidays or marketing campaigns. This historical analysis is crucial because it helps predict future demands and informs staffing needs to ensure that the right number of employees is available to meet anticipated customer interactions.

In contrast, activities such as scheduling breaks and meals often focus on the existing schedule and employee availability rather than past data trends. Conducting employee performance reviews is a more qualitative analysis that assesses individual employee contributions rather than overall workload forecasting. Setting employee attendance policies typically involves current operational standards and compliance requirements rather than historical performance data. Thus, forecasting future workload is uniquely tied to the analysis of historical data.