Using historic data from our ACD and the erlang tool, I have forecasted the amount of staff needed at 30 mins intervals throughout the day to ensure we met our standards of service/SLA's.
What I need now is a tool for inputting staff, hours and shifts (maybe excel based) to match the forecast. I do not have the budget for an electronic workforce management tool and wondered can anyone here help?
I may be able to help you; however I will need more information:
What will you input and what’s the output you would like?
Do the agents have fixed or rotating shifts?
Will you use fix values for meals and breaks?
Hi Yasir,
I am inputting into a spreadsheets, everybodys shifts at 30 segements. This then is displayed in an intraday performance and shows how many are scheduled and if I need more or less.
Breaks are 45 mins, which I have to input an hour on the spreadsheet.
My initial thought is to create, one sheet where you will input the hours of work including lunches for the week. A button which will produce you the number of agents you have per 30 minute slot throughout the week.
I think it may be better to keep the lunches separate from the above i.e. area showing actual heads, area showing lunches, area for you to copy in your requirements.
Will this be OK?
Just a note of caution here folks. You must remember that a spreadsheet looks at each 15 or 30 minute block as an entity in itself. It never realises that calls can overflow into the next segment. If, for example, it tells you that over a 2 hour period you need 21, then 23 then 25, then 22 staff, and you are unable to provide these staff at any one point, then you'll be causing a problem that will bounce into the next segment and compound your problem.
A WFM system runs scenarios to see what the effect will be and it recognises problems compounding themselves - a spreadsheet doesn't. Happy for anyone to contact me to discuss this.
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