What data is included in the short-term forecast?

The short-term forecast in workforce management typically focuses on predictive metrics that impact staffing and resource allocation on a daily or weekly basis. The offered call volume refers to the number of calls that the system anticipates will be received during a specific period. When combined with average handle time—the average duration that agents spend handling calls—this information provides essential insights for planning and scheduling.

Offered call volume helps to understand the demand for service, while average handle time reflects how long those calls are likely to take. Together, these metrics allow organizations to ascertain how many agents are needed at any given time to meet the anticipated demand without excessive wait times for customers. This data is crucial for making informed decisions regarding staffing levels and shift configurations to optimize workforce effectiveness and ensure service level agreements are met.

The other options presented do not align well with the elements typically included in short-term forecasts. For instance, average handle time and call volume alone do not account for offered data, while full historical data and predictions are more relevant to long-term forecasting strategies. Similarly, scheduled and non-scheduled callbacks are important for operational planning but do not provide the immediate insight required to adapt staffing in the short term.