Single Exponential Smoothing for Forecast Ticket Volume

Use Single Exponential Smoothing to forecast ticket volume when your data do not have a trend or seasonal component.

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

Example

Ticket volume is the number of inbound or outbound tickets in the queue over a specific time period.

In this worksheet, Ticket Volume is the Y-variable in time order.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Ticket Volume, select Ticket volume.
Select Forecast ticket volume, then click OK.
Select Single Exponential Smoothing, then click OK.
In Variable, enter the column that contains the ticket volume 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.