Time Series Modeling, Holdout Sandbox & Accuracy

Contact Center Demand Forecasting

Pluggable time series forecasting suite: Year-over-Year (YoY) Seasonal Trend, Ensemble Blended Modeling, Seasonal Decomposition, Holt's Double Exponential Smoothing, SES, and Multi-Variable Regression. Includes walk-forward out-of-sample backtesting, Forecast Holdout Sandbox (target month testing with before-only training & lookback control), accuracy tracking (WAPE, MAPE, Signed Bias %), and multi-year data support.

🌐 Blended View Skill / Queue Filter:

Viewing combined aggregate across all queues (1 queue)

Data Source & Series Input

History rows (0 periods):

Period / Date	Skill / Queue	Volume

Pluggable Model Architecture

Active Forecast Algorithm

Forecast Horizon

periods

Growth / Campaign

Assumed Handle Time (AHT) 180s

seconds

Used for Erlang calculation and Capacity Planning transfer

Historical Volume

-- periods

Forecast Total
--
-- future periods

Forecast Avg / Period

0% vs baseline

In-Sample MAPE

--%

Mean Absolute % Error

Goodness of Fit (R²)

--%

Variance explained

Peak Future Period

Highest demand

Model Comparison & Backtest Sandbox

Trailing Holdout Periods: (Holds out the last N periods of history for out-of-sample testing)

Rank	Model Algorithm	OOS WAPE	OOS MAPE	In-Sample MAPE	Overfit Gap	Projected Total	Action

Forecast Accuracy Tracking & Plan Verification (WAPE, MAPE, Signed Bias)

Volume-Weighted MAPE (WAPE)
--%
Weighted error / Total calls

Standard MAPE

--%

Simple unweighted average

Signed Forecast Bias %

--%

+ = Over-plan, - = Under-plan

Mean Absolute Error (MAE)

Avg calls variance per period

Root Mean Sq Error (RMSE)

Penalty on large variances

Total Volume Variance

Forecast - Actual calls

Period	Forecast Volume	Actual Volume	Variance (Calls)	Abs Error	Error %	Signed Bias %	Status

Accuracy Tracking Evaluation History:

Timestamp	Evaluation Label	Periods Evaluated	WAPE %	MAPE %	Signed Bias %	MAE (Calls)

Time Series Forecast Projections Daily

Historical Actuals Forecast

Forecast Breakdown Table (0 periods)

Future Period	Skill	Base Model	Trend Factor	Seasonality Index	Trend Profile	Projected Volume	Est. Erlangs (A)

Contact Center Demand Forecasting

Best Holdout Model: --