Double Exponential Smoothing for Forecast Callback Messages

Use Double Exponential Smoothing to forecast callback message data when a trend exists with no seasonal component.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

Callback messages are the number of voicemail messages left for agents to call back over a specific time period.

In this worksheet, Callback Messages is the Y-variable in time order.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Volume, select Callback messages.
Select Forecast callback messages, then click OK.
Select Double Exponential Smoothing, then click OK.
In Variable, enter the column that contains the callback messages data.
Select Generate forecasts.
- In Number of forecasts, enter the number of consecutive time periods that you want forecasts for.
- In Starting from origin, specify the row number for the first forecast. If you leave this field blank, Minitab starts the forecasts at the end of the time series.
Click OK.

For more information about this analysis, click Help in the main dialog box.