Forecasting in Workforce Optimization for Customer Service

---
title: Forecasting in Workforce Optimization for Customer Service
description: Use the Forecasting page to monitor staffing levels and volume forecast trends for your assignment groups.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/forecasting-configurable-wfo-cs.html
release: australia
topic_type: concept
last_updated: "2026-08-10"
reading_time_minutes: 1
breadcrumb: [Workforce Optimization for Customer Service, Agent management, Use, Customer Service Management]
---

# Forecasting in Workforce Optimization for Customer Service

Use the Forecasting page to monitor staffing levels and volume forecast trends for your assignment groups.

The Staffing and Volume Overview page in the Manager Workspace brings staffing and volume data together in a single view. Managers can switch between two charts to understand both their staffing position and the incoming workload driving it, without navigating to separate pages.

## Staffing chart

The Staffing chart displays a bar chart comparing two data series for your selected time period and groups:

-   **Scheduled staff** \(blue bars\) — The number of agents currently scheduled in your assignment groups.
-   **Required staff** \(orange bars\) — The number of agents required to meet forecast demand, calculated from the configured resource conversion formula.

Chart buckets align with coverage timestamps so that scheduled and required staff data appear in the same intervals. When the selected date range spans more than one day, axis labels include the date alongside the time, for example, `Aug 10 08:00`.

## Volume chart

The Volume chart displays two series across the selected time period:

-   **Historical volume** — Actual case and interaction volumes at the selected interval granularity.
-   **Forecasted volume** — Predicted contact volumes generated by the Agent Forecast algorithm.

The **Data collection definition** filter lets you scope the volume chart to specific channels. Changing the definition filter re-aggregates from cached data without a full reload. Hover over any data-point to see the volume value at that interval.

-   **[Monitor staffing and volume forecast data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-interval-assignment-group-filter-wfo-cs.md)**  
Monitor staffing levels and volume trends to identify gaps and optimize resource allocation for your assignment groups.

**Parent Topic:**[Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/use-configurable-wfo-cs.md)

**Related topics**  


[Monitor staffing and volume forecast data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-interval-assignment-group-filter-wfo-cs.md)