Forecast Accuracy

Forecast Accuracy measures how close a predicted contact volume was to the volume that actually arrived, usually per interval and per workstream. It is normally reported as an error percentage so that over-forecasting and under-forecasting are both visible.

Why Forecast Accuracy Matters

Every staffing decision inherits the forecast’s error. Without an accuracy measure, teams cannot tell whether a missed service level came from bad planning, bad adherence, or genuinely unexpected demand.

How to Calculate

Mean absolute percentage error: average of |Actual − Forecast| / Actual across intervals, expressed as a percentage. Accuracy is 100% minus that error.

In TicketBoard

TicketBoard helps you track forecast accuracy and related metrics from your Zendesk data. Connect your account for instant visibility.