Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 12771 8
Acceptable Waiting Time? rikuslouw 22nd Jan '10 8697 14
Best Forecasting Method Anon 6th May '14 6620 6
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6602 5
Verint Impact 360 Manual Anon 6th May '16 5463 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 3190 15
Forecast Accuracy Targets Anon 6th May '14 2768 4
Backoffice FTE Caculation Anon 13th May '16 2315 6
Shrinkage and Absenteeism Anon 18th Feb '16 1978 2
Shrinkage Calculation Anon 17th Jun '15 1741 3
Forecast Average Speed of Answer V 1st Sep '17 1507 4
required FTE calculation (non-voice) Anon 15th Nov '14 1479 4
Accurate forecasting subfuze 18th Jul '12 1402 4
Aspiring Workforce Analyst Anon 6th Aug '14 1263 4
Maintaining the roster Srikanth 14th Dec '11 1234 4
Call Centre Competition Anon 13th Nov '13 1213 2
Forecasting Abandoned Calls Anon 26th Jan '16 1199 10
Organising Work Force Management Teams mark 25th Nov '10 1198 5
Staff Calculation For Outbound Team Anon 19th Feb '15 1138 3
Verint Impact 360 error messge Anon 10th Mar '16 1130 3
FTE calculation for back office account Anon 24th Sep '14 1115 4
Types of inbound calls Anon 3rd Feb '15 1054 4
Per Interval Reporting BI 4th Sep '17 1036 2
New to resource planning Anon 11th Dec '14 1022 4
Team Meetings and Briefings Anon 20th Nov '13 1003 4
Call Center Calculations Anon 28th Jan '14 989 2
Forecasting Estimate needed Mike 10th Nov '17 874 4
FTE Calculation for Chat Floyd 10th Sep '17 833 2
Lost Calls Statistics tunner13 14th Aug '10 826 4
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 806 4
Free Auto Scheduling Tools Anon 20th Aug '15 734 8
Measuring RPH Anon 15th Dec '13 665 5
Time Back for Advisors stuck on calls? Anon 27th Jun '14 662 8
Cisco/Calabrio WFM Issues Anon 10th Mar '16 636 4
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 635 6
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 634 3
Resource Model Calculation Anon 9th Sep '15 631 4
24/7 Shift Rota tefkros 30th Sep '15 621 3
Blended Call Center FTE Anon 28th Feb '14 583 3
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 572 3
Forecast Accuracy kerrieb85 28th Mar '11 558 2
Excel and VBA courses AndrewTh 12th Mar '15 553 3
Inbound w/Outbound Calls Anon 1st Jun '15 532 3
Actual staffed agents data Anon 30th Aug '14 527 2
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 527 4
Call Volume Forecasting Margin of Error German 8th Nov '17 518 2
Call and AHT Profiling Anon 28th Oct '14 514 2
Resource and Planning Analyst Interview Robert 13th Sep '17 503 3
FTE calculation Rick 2nd Dec '17 500 3
What is shift inflex Vinod 12th Dec '17 494 2
Is there a benckmark for 'Hold Time'... Dave 2nd Oct '17 482 2
WFM Objectives Anon 28th Apr '16 479 4
FTE CALCULATION sarfaraz 25th Dec '17 473 2
Weekly long term forecast Jr 1st Nov '17 470 4
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 467 6
How many FTE Required daily basis Vinod 28th Oct '17 453 2
Webchat forecasting Anon 4th Jun '15 451 5
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 429 5
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 417 6
Planning for Productivity Anon 27th Mar '14 412 3
Penalising agents on adherence if they logon early NickyS 10th Nov '10 410 3
pattern by Month! arabei 24th Mar '12 409 4
Erlang Calculator Anon 16th Nov '15 408 2
agents needed Anon 24th Feb '16 408 4
forecast vs actual Anon 21st Sep '15 398 5
Blue Pumpkin What If Mode Anon 6th Nov '14 386 5
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 385 2
Erlang model equivalent for service centre lzkl 20th Oct '17 380 3
Call Center Headcount Ratios Zachary 30th May '17 378 4
AHT New Trend mohamed 8th Nov '17 378 2
Abandoned Calls Anon 11th Jun '14 372 3
Forecasting Call Volume Karen 4th Jan '18 372 4
Impact 360 Calendar in Outlook Anon 23rd Mar '15 364 3
How many FTE Required for aer day (Need answer urgently) Vinod 27th Oct '17 363 4
Planning Phone/Email team JamieP 28th Jan '15 362 4
How many FTE required for 24 hours Vinod 12th Dec '17 360 2
Training for Resource Planning SDR1010 2nd Feb '18 350 3
Avaya WFM - Breaks are planned @ the same time Jai 31st Oct '17 343 2
Scheduling Team Managers mikeh 4th Jul '14 342 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 340 2
Genesys WFM Anon 21st Apr '16 336 2
Desirable Factor in WFM Anon 8th May '14 333 2
Planning to High AHT dssmith 22nd Dec '14 332 3
Forecasting Template Download Jennifer 29th Jun '17 329 2
forecasting accuracy Coops 15th Feb '13 322 8
Building A Resource Plan Anon 9th Dec '15 318 2
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 314 2
Weekly Forecast Abhishek 21st Aug '17 312 2
Annulised hours Dannyt83 15th Jan '18 297 2
Forecasting Dilemna Anon 7th Apr '14 296 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 296 2
Software User Guides Anon 9th Jun '14 296 5
Maintaining schedule fairness Anon 18th Sep '15 282 2
Teleopti users Dannyt83 17th Jan '18 281 4
Resource planning for email contacts Anon 24th Sep '14 278 2
Real Time Monitoring Tips Anon 6th Jul '15 273 3
Resource planning open surgeries Dannyt83 5th Jan '18 269 2
How do I get the right FTE requirements for teams that will overflow calls between each other? Resul 3rd Jan '18 261 2
Back office staffing calculation Anon 21st Oct '15 252 2
Adding shrinkage to workload FTE Anon 7th Mar '16 248 2
  More topics...