Hi Team,
I'm trying to understand all the algorithms available in ZD WFM, I would like to know the best algorithm you recommend to use to avoid past unexpected peaks to impact future projections.
I was trying to use the “Outliers” section, but doesn't allow input and “x” amount of contacts to be excluded, you can only specify the interval range or the entire date to be excluded completely for future calculations.
Thanks in advance,
Edwin Franco
Currently, Zendesk WFM lets you exclude entire date ranges as outliers but doesn’t support excluding a specific number of contacts or partial data points. To reduce the impact of past peaks, we recommend using the default algorithm and excluding whole anomalous date ranges in the Outliers section.
Please share any feedback with us, and let me know if you want help identifying and excluding outlier periods effectively.