Forecasting Service Levels in absence of WFM

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Hi

Would be interested in any suggestions on forecasting service levels in the absence of having access to a WFM tool. My objective is to predict based on a certain number of calls and certain number of agents an idea of what a service level will be. Ideally WFM would be useful but its not an option at present!



Here would be a good place to start:-

https://www.callcentrehelper.com/erlang-c-calculator-2473.htm

You'll have to play on a trial and error basis, but, it

should get you going in the right direction.

Regards

DaveA



Hi

I developed an Excel based forecasting tool before the company invested in a WFM programme and as Dave has already advised you will need to use the Erlang calculation for staff scheduling. Although it's a bit of a long winded process, it always worked well for us and I will be happy to send you a copy of the model with a few instructions if you want to let me have you e-mail address.

Regards

Sue


Call Centre Manager

The Private Clinic


Hi

we had a very old system so i did an excel sheet that did the following:

a. Got the average calls per 30 per day

b. Got the average lenght of each call

c. Then claculated the average calls a Agent can receive within 30 min based on the average call lenght i.e. each agent can receive 10 calls per 30 min

d. Devided the number of calls by 10 and worked out how many people i would need.

e. I compared last years week on week stats with this years in order to find a patern (taking in consideration time of year i.e. when business gets a bit busier.

Cheers


Director

Call Centre Revolution


The Erlang tool which can be downloaded from the web is OK but not a good prediction method. The problem is that it looks at each time block (eg: 15 minute span) as an entity in itself and doesn't consider that a loss of service level in the previous 15 minutes will have an effect as calls roll over.

Remember, a WFM system tends to run scenarios where a loss of service impacts on subsequent time blocks.



'BLOCKQUOTE'The Erlang tool which can be downloaded from the web is OK but not a good prediction method. The problem is that it looks at each time block (eg: 15 minute span) as an entity in itself and doesn't consider that a loss of service level in the previous 15 minutes will have an effect as calls roll over.'/BLOCKQUOTE'

This is true, however.....

Erlang will only ever model in intervals, I'm not sure how

service level from one interval can affect the next directly, bar

repeat callers.

The only exception I can see is in long queue times, as you put

it 'rolling over' the interval break, and, yes, whilst a WFM system

may *allow* for this, it isn't normally an integral part of the function.

It may be that you are looking at Erlang in an Intraday model? If that is

the case you will be correct as it doe not have any sense of 'History'.

Although, loading your exant model factored for the day-to-date WILL

then start to model in this fashion.

Regards

DaveA


ASSISTANT MANAGER

LANKA BELL


Hi

i am unable to cope with the present call volumes receiving & the agents too are stressed out at the end of the day. Peak time starts in the evening for a volume of 4,000 + calls withe only 22 agents manned..


Editor

Call Centre Helper


Brian

Ouch! By my simple calculations this works out as 181 calls per agent per day which is way beyond most business norms.

You have not indicated what type of business you are in, but I tend to see most contact centres running between 45 and 85 calls per agent per day. At this level call quality will drop off and your agents will get burnt out.

In a nutshell you need more agents. Possibly twice as many as you ahve now. You probably need to use something like our free Erlang calculator to calculate the number of staff required. https://www.callcentrehelper.com/erlang-c-calculator-2473.htm Then you need to start writing a business case.

What sort of business are you in?


Queue Analyst

Yellow


Hi Sue, I would love to have the tool you mentioned ...



Hi guys,

Is there a way that i can predict the ending service level for the day? given i have the average abandon rate.

thanks,

Cire


Senior Operations Director


Cire - depending on the WFM & reporting solutions you have, this should be a relatively simple prediction. Do you have RT SLA's available from your MI?



Hi, I'm looking to find or design a calculater that would work out how much headcount I would need on a daily basis to work mail. IE - I have 450 pieces of mail coming in on a Monday, with 350 already allocated to work left from the weekend and advisors close around 35 pieces of mail a day on average - how many advisors would I need for Monday?. I know it's a simple excel calculation but I'm just useless when it comes to excel. Any help or support would be great.



Hi we are a small organizations and hence do not have a WFM tool to schedule. However, we have an excel based application that helps us to predict the number of agents required and the SL for each interval.

I would want to know a formula that even predicts the ABND% for each interval. Also based on the staffing for each interval can we also get the SL% for the entire day (prediction).

Also if suet and rikuslouw can share their Excel Template it would be of great help.

Regards


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