Compare forecast and actual contacts interval by interval. The tracker reports WAPE (the contacts missed across all intervals as a share of actual contacts, the error staffing is planned on), MAPE, total-volume accuracy, bias and the tracking signal, and ranks the intervals by contacts missed. The table opens on a labelled sample; replace it with your own intervals.
Every formula and line is in the published method.
1 minus WAPE of 2.9%
Mean of interval % errors
-6 contacts on the day
Within plus or minus 4
Check these intervals first. If a miss repeats at the same time on other days, look at how that interval is forecast.
Across 31 intervals the forecast missed 48 contacts, above or below. That is a WAPE (weighted absolute percentage error, total contacts missed as a share of actual contacts) of 2.9% of the 1,657 actual contacts, so interval accuracy is 97.1%. This is the figure to staff on.
The day's total came in at 1,657 against a forecast of 1,663 (-6), total-volume accuracy 99.6%. 42 contacts of interval error cancelled out in that total, which is why the daily total can look accurate while individual intervals miss. Judge the forecast on its intervals.
MAPE (mean absolute percentage error, the average of each interval's percent miss) is 2.8% across the 31 intervals with actual contacts. It gives a quiet interval the same weight as a busy one, so plan staffing on WAPE and use MAPE as a second view.
Actual ran 0.4% below forecast for the day. The tracking signal (the running sum of errors divided by the average error, which shows whether misses lean one way) is -3.9: within plus or minus 4, so any bias is not distinguished from random error. No correction is called for yet.
The largest miss is 9:30: forecast 98, actual 91, -7 contacts, 0.7 workload hours, about 1.4 agents busy for the interval.
At 360 seconds a contact, intervals that ran above forecast left 2.1 workload hours unplanned and intervals below forecast planned 2.7 hours with no contacts. These are raw workload hours, before service level and shrinkage are added.
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Method 1.0, published 24 September 2026. How this is calculated
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