Accounting for Service Level in the Long-Term Forecast

Forecasting

Feb 08, 2010

We're doing the day-to-day forecast in WFM tool, but I build an Excel model for mid term and long term forecast. The granularity of the long term is weekly and I have based that on a workload calculation not Erlang because there isnt much use in Erlang for that granularity. My question is how should I account for SL (variation) in the long term forecast. The FTE requirement should go up when SL does, but a WL calculation does not allow for that. Any suggestions?

– Michiel Lely

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