Forecast Alibi
Every forecast miss produces an alibi in customers' words, or goes to the director.
The job
Explains every day that call volume or handling time strays from the forecast: the topic, the customers' words, the cost, and whether it is a one-off or a new normal. These reasons then feed the next forecast.
The moment
On Monday, the contact centre misses its forecast by 23%. The app has already written the explanation, like an alibi.
Card-declined calls rose 340% from 10:00 after an outage at the card scheme, a one-off.
Of the 38 extra seconds per call, 31 came from agents saying the system is slow on the refunds screen. The overtime cost $27,300.
The supporting quotes are attached, and the planner signs it off in one tap before the 09:00 review.
What it does
- Sign an alibi
- Post the note to the WFM tool
- Open a Jira issue for an IT cause
- Mark 'no alibi' / solve a cold case
- Export known drivers as WFM event overrides
What you see
Detective case files (one alibi dossier per miss), a director's cold-case wall with red string, and a known-drivers calendar
What it moves
The share of off-forecast days with a signed explanation before the 09:00 review, forecast error on days with known causes, and the dollars of avoidable overtime and SLA credits.
Built for
- Contact-centre operations
- Analysts & data
- Finance
