Double Exponential Smoothing for Forecast Agent Utilization

Use Double Exponential Smoothing to forecast agent utilization 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

In this worksheet, Agent Utilization is the Y-variable in time order.

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Utilization and Cost, select Agent utilization.
Select Forecast agent utilization, then click OK.
Select Double Exponential Smoothing, then click OK.
In Variable, enter the column that contains the agent utilization 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.