Call volume forecasting add-on?

[vermorel]

Lokad is company that specializes in forecasting with a special interest for call centers. We would be very interested in developing a call volume forecasting add-on for VICIDIAL.

I would highly appreciate some community feedback on this matter to be sure that we are moving in the right direction.
- What would be the format that best suit your need to display the forecasts?
- What would you suggest to integrate such a feature in VICIDIAL?
- Any general remark on the subject?

Then, I am also very new to VICIDIAL, and I am very uncertain how to retrieve the inbound call logs. Could someone here give me some indications concerning the SQL tables we should look at?

Thanks in advance,
Joannès
Lokad call volume forecasting

[mflorell]

Could you explain in a little more detail exactly what your inbound call forcasting does?

In VICIDIAL, all inbound calls are logged to the vicidial_closer_log table.

[vermorel]

Could you explain in a little more detail exactly what your inbound call forcasting does?

Sorry for being quite unclear on that matter. Basically, raw call logs constitute a time-series that can be forecasted through statistical methods.

Here, the goal would be to provide hourly / half-hourly / quarter-hourly inbound call volume forecasts based on historical inbound call data. Those forecasts could then be used to optimize workforce capacity.

[mflorell]

Sounds good. Thanks!

[Op3r]

Kindly contact matt for that

And it really does sounds good....

[vermorel]

In VICIDIAL, all inbound calls are logged to the vicidial_closer_log table.

Thanks for the indication. Actually, I would like to retrieve something that would look like

Code: Select all

SELECT
   call_date,
   queue_name
FROM
   vicidial_closer_log

Yet, there is no such things as queue name in the vicidial_closer_log table. I must probably to a join with vicidial_campaigns.campaign_name

Could someone confirm my guess?

Thanks in advance,
Joannès

Note: I need a "queue" in order to provide meaningful call volume forecasts (i.e. aggregated at the right level).

[mflorell]

campaign_id is the field you are looking for, and it would link to the vicidial_inbound_groups.group_id field.

Inbound calls go into inbound groups.

[vermorel]

Thank to the indication posted here above, we have released "Lokad Desktop Workload Forecasting" with a native support for Vicidial, see
http://www.lokad.com/desktop-call-cente ... sting.ashx
(the application is released as open source but relies on the Lokad hosted forecasting technology)

We would be very interested in getting some community feedback for this application.

Best regards,
Joannès

[mflorell]

It's been several years since Lokad stopped offering their vicidial forecasting reporting tools, so we decided a few months ago to start working on our own forecasting reports based upon the Erlang formulas.

We just added a couple of forecastingreports to svn/trunk. Here's a screenshot:

[buns]

Very Nice ! Thx a Lot.