---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Monitor staffing and volume forecast data

# Monitor staffing and volume forecast data {#ariaid-title1}

Release version: Brazil  
Updated August 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Monitor staffing levels and volume trends to identify gaps and optimize resource allocation for your assignment groups.

## Before you begin

Role required: sn_agent_forecast_user

## About this task

The Staffing and Volume Overview page displays two charts under a shared filter bar. The Staffing chart shows scheduled vs. required staff for your selected date range and groups. The Volume forecast chart shows historical and forecasted contact volume. Both charts update when you change the shared filters. The volume chart also has its own Data collection definition
filter.

## Procedure

1. Go to WorkspacesManager Workspace.
2. Select the Forecasting icon (![Forecasting icon]()) to open the Staffing and Volume Overview page.
3. Set the date range for the data you want to view.  
   Select the Start date and End date, or select from the following:
   * Last Day --- Sets both dates to today.
   * Current Week --- Sets the range to the current week, Sunday to Saturday.
   * Next 28 days --- Sets the range to the next 28-day period.
   * Custom --- Opens a calendar picker to select specific start and end dates.
4. Select Interval.  
   The default is 60 minutes.
5. Select the required Assignment group.
6. **Optional:** Set the Data collection definition for the Volume forecast chart to scope the volume data to specific channels.
7. **Optional:** Select Reset filters to restore the filters to their defaults.

## Result

Both charts update to reflect the selected filters.

The Staffing chart displays two bar series:

* Scheduled staff- The number of agents currently scheduled.
* Required staff- The number of agents required to meet forecast demand.

The Volume forecast chart displays two series:

* Historical volume- Actual case and interaction volumes from MetricBase.
* Forecasted volume- Predicted contact volumes from the Agent Forecast algorithm.

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