This module sets the stage for the other forecasting modules, but it is also of independent interest. We discuss ways to measure the accuracy of a forecast and we discuss what we can forecast (such as volume and AHT). We also look at the different ways in which we can define volume in the presence of redials.

Required knowledge is a good understanding of variability, especially in the context of arrival processes. The modules “arrival processes” and “theory of variability” are required previous knowledge. You can test your knowledge in the following quiz.