How it works
Forecasting should account for seasonality, holidays and campaigns; errors directly affect agent availability. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business example
Before a major sale, a manager schedules extra agents based on expected call volume.
What to consider
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.