---
title: "Forecast: required staffing from telephony data"
description: Let Teamlead use your call history to calculate how many people you need on the phone per 15 minutes.
---

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# Forecast: required staffing from telephony data

## Let Teamlead use your call history to calculate how many people you need on the phone per 15 minutes.

With forecast, Teamlead calculates how many employees you need per 15 minutes. It does this based on historical call data and your targets for how reachable you want to be.

### The terms

- Queue: a call flow in your telephony system, such as Customer service or Outages. Some systems use a different word, such as IVR options (Aircall) or Routers (Unexus Connect).
- Staffing source: the link between a skill in your staffing template and one or more queues. This tells Teamlead which calls belong to which skill. You set this up under **Data sources**.
- Target values: for each queue, the **Average call time**, **After-call work time**, **Speed of answer**, **Service level** and **Max occupancy**. These determine how quickly and how well you want to be reachable.

### How to set it up

1. Make sure you have call data: a connection with your telephony system (see [Overview: which connections are available?](https://kennisbank.teamlead.io/en/overview-which-connections-are-available?hsLang=en)) or a call data import (see [Importing call data manually](https://kennisbank.teamlead.io/en/importing-call-data-manually?hsLang=en)).
2. Go to **Staffing templates** and click **New staffing template**.
3. Under **Data sources**, choose for each skill the queues that belong to that skill. Choose all queues or IVR lines that lead to that skill; Teamlead adds them together.
4. Click **Create**. Teamlead fetches the call data and calculates the staffing.
5. Make the staffing template apply to your schedule (see [Setting up staffing templates](https://kennisbank.teamlead.io/en/setting-up-staffing-templates?hsLang=en)).

### Adjusting target values

1. Go to **Settings** \> **Connections**, open your connection and click the queue.
2. Adjust the target values and click **Save**.
3. Open the queue again if needed and click **Recalculate staffing**. The button is grey while there are unsaved changes.
4. Wait until you see **The recalculation has finished.** This takes a few minutes.

Recalculating applies the new target values to every staffing template that uses this queue. Teamlead recalculates from today onwards; days in the past stay the same.

### Viewing the calculation

- On **Staffing**, there is a lightning icon after a calculated skill. Click it to see **Calls** or **Employees needed**, with the **Average** and **Recommended** lines.
- You can see predicted versus actual under **Statistics** \> **Forecast** (see [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en)).

### Good to know

- Want to deviate for one day, for example during a promotion? Enter it on **Staffing** (see [Viewing staffing and adjusting it per day](https://kennisbank.teamlead.io/en/viewing-staffing-and-adjusting-it-per-day?hsLang=en)). That overrides the calculation.
- With a connection, Teamlead first fills in the target values itself from the first calls. If you change them, your values are kept.
- For an import, you enter the number of incoming calls per hour (see [Importing call data manually](https://kennisbank.teamlead.io/en/importing-call-data-manually?hsLang=en)). About a year of history is enough.
- An import does not update itself. Import new call data in good time, otherwise the staffing disappears (see [Phone no longer counts towards staffing](https://kennisbank.teamlead.io/en/phone-no-longer-counts-towards-staffing?hsLang=en)).

### Not working?

- Does the connection show **Not fully set up**? Then the call history is still being fetched. This can take up to a day.
- Changed the target values, but the staffing does not change? Click **Recalculate staffing** and wait until it has finished.
- Cells with a calculated requirement follow the forecast. Want a different number for a day? Enter it on **Staffing** (see [Viewing staffing and adjusting it per day](https://kennisbank.teamlead.io/en/viewing-staffing-and-adjusting-it-per-day?hsLang=en)).
- Are calls outside your opening hours being counted? Teamlead can limit the forecast to your opening hours. Email support@teamlead.io.

### See also

- [Setting up staffing templates](https://kennisbank.teamlead.io/en/setting-up-staffing-templates?hsLang=en)
- [Viewing staffing and adjusting it per day](https://kennisbank.teamlead.io/en/viewing-staffing-and-adjusting-it-per-day?hsLang=en)
- [Overview: which connections are available?](https://kennisbank.teamlead.io/en/overview-which-connections-are-available?hsLang=en)
- [Importing call data manually](https://kennisbank.teamlead.io/en/importing-call-data-manually?hsLang=en)
- [Statistics and export](https://kennisbank.teamlead.io/en/statistics-and-export?hsLang=en)

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