The IEX TotalView system accurately forecasts your future contact centre volumes and handling times over each time interval from your historical contact patterns. Data can be weighted to give emphasis to recent history or create an equal average over several weeks. The system automatically applies daily, weekly, monthly, and other seasonal trends, and excludes data that is statistically unusual to deliver accurate forecasts.

Sophisticated, patented forecasting algorithms calculate your staffing requirements for each contact type, according to the service level targets you define. Service level targets can vary by time of day, by contact type or queue, and by site. For multi-skilled contact centres, the IEX TotalView system even simulates your ACD call routing rules so your staffing requirements reflect efficiency gains from your multi-skilled agents. The IEX TotalView system also simulates your network rules for accurate forecasts across multiple sites that share contacts.

Generated forecasts can easily be adjusted as desired. With the IEX TotalView system, it's easy to change call allocation between multiple sites, or to modify forecasted contact volumes to account for planned future activities and promotions. The original forecast is stored with the modified forecast to allow easy comparison between original and modified forecasts, and later against actual contact history.