| Subject |
Author |
Created |
Views |
Posts |
|
Actual Required FTE Calculation
|
Anon |
8th Jan '15 |
50050 |
20 |
|
Industry Average- Acceptable Wait Time?
|
rikuslouw |
22nd Jan '10 |
22535 |
10 |
|
How to calculate FTE requirements on a monthly level
|
Anon |
3rd Apr '13 |
11570 |
8 |
|
Best Forecasting Method
|
Anon |
6th May '14 |
8582 |
6 |
|
Backoffice FTE Caculation
|
Anon |
13th May '16 |
7950 |
13 |
|
required FTE calculation (non-voice)
|
Anon |
15th Nov '14 |
6939 |
12 |
|
FTE Calculation for Chat
|
Floyd |
10th Sep '17 |
6392 |
4 |
|
Free Auto Scheduling Tools
|
Anon |
20th Aug '15 |
5109 |
8 |
|
How many seconds is 6 rings?
|
lucy |
15th May '18 |
4946 |
3 |
|
Proactive Chat Staffing Calculation
|
Anon |
23rd Oct '14 |
4558 |
15 |
|
Forecast Average Speed of Answer
|
V |
1st Sep '17 |
4169 |
6 |
|
Shrinkage and Absenteeism
|
Anon |
18th Feb '16 |
3636 |
2 |
|
What is shift inflex
|
Vinod |
12th Dec '17 |
3618 |
3 |
|
FTE Calculation at a monthly
|
Patrice |
13th Sep '18 |
3536 |
11 |
|
Early warning system (EWS) or RAG analysis
|
Mithesh |
10th Nov '19 |
3489 |
2 |
|
Shrinkage Calculation with Leave Considerations
|
Anon |
17th Jun '15 |
3360 |
3 |
|
Resource Planning - Agent Shifts
|
Michelle |
18th Oct '19 |
3352 |
2 |
|
Forecast Accuracy Targets
|
Anon |
6th May '14 |
3296 |
4 |
|
Service Level Calculation
|
Paul |
14th Oct '19 |
3227 |
6 |
|
Forecasting Abandoned Calls
|
Laura |
26th Jan '16 |
3207 |
19 |
|
FTE Calulation per Month per Day
|
sarfaraz |
25th Dec '17 |
3167 |
2 |
|
Staff Calculation For Outbound Team
|
Anon |
19th Feb '15 |
2876 |
3 |
|
Weekly Staff Requirement
|
Jay |
29th Oct '19 |
2632 |
2 |
|
Aspiring Workforce Analyst
|
Anon |
6th Aug '14 |
2626 |
3 |
|
Call Center Headcount Ratios
|
Zachary |
30th May '17 |
2554 |
4 |
|
Scheduling Template
|
Chaen |
28th Jun '19 |
2518 |
3 |
|
Resource and Planning Analyst Interview
|
Robert |
13th Sep '17 |
2422 |
3 |
|
How to set Minimum Business Continuity Objective (MBCO)?
|
Hoi Choy Gee |
21st Sep '17 |
2302 |
2 |
|
Forecasting Issue Multi Channel
|
James |
19th Nov '19 |
2236 |
6 |
|
Kpi- Conformance
|
Emma |
4th Oct '19 |
2222 |
2 |
|
Adding shrinkage to workload FTE
|
Anon |
7th Mar '16 |
2191 |
3 |
|
Poisson and Contact Centre Forecasts
|
Sarah |
9th Oct '19 |
2090 |
4 |
|
General Formula for Quick Estimates for Expanded Coverage
|
Ray |
24th Mar '20 |
1966 |
2 |
|
Measuring RPH
|
Anon |
15th Dec '13 |
1890 |
5 |
|
Per Interval Reporting
|
BI |
4th Sep '17 |
1825 |
2 |
|
Calls Answered within SLA - Calculation
|
PeterPan |
18th Aug '10 |
1797 |
6 |
|
Types of inbound calls
|
Anon |
3rd Feb '15 |
1776 |
4 |
|
What is the industry standard target for Schedule Efficiency?
|
Natalie |
15th Jun '17 |
1724 |
3 |
|
FTE calculation for back office account
|
Anon |
24th Sep '14 |
1709 |
5 |
|
New to resource planning- analyst
|
Anon |
11th Dec '14 |
1684 |
4 |
|
Time Back for Advisors stuck on calls?
|
Anon |
27th Jun '14 |
1663 |
8 |
|
New Contact Centre with No Resource Planning
|
Emily |
13th Sep '19 |
1626 |
3 |
|
WFM analysts to staff ratio
|
Suzanne |
3rd Oct '19 |
1610 |
2 |
|
How do you deal with Christmas leave in a call centre?
|
Ian |
27th May '20 |
1568 |
3 |
|
Accurate forecasting
|
subfuze |
18th Jul '12 |
1554 |
4 |
|
Back office interval wise FTE calculation
|
gurpreet |
16th Nov '19 |
1509 |
2 |
|
Team Meetings and Briefings
|
Anon |
20th Nov '13 |
1500 |
4 |
|
Absence levels in Call Centres
|
Mike |
1st Oct '19 |
1480 |
3 |
|
How do you define the Capacity Plan? What is its objective and purpose
|
mohit |
23rd Sep '19 |
1469 |
2 |
|
relationship of shrinkage and phone occupancy
|
Marge |
6th Jun '18 |
1453 |
3 |
|
Call Centre Competition
|
Anon |
13th Nov '13 |
1417 |
2 |
|
Maintaining the roster
|
Srikanth |
14th Dec '11 |
1399 |
4 |
|
FTE calculation for Outbound and Inbound
|
Rick |
2nd Dec '17 |
1377 |
3 |
|
Calculating a Monthly or weekly FTE requirement considering service level
|
Sharee |
13th Mar '18 |
1369 |
2 |
|
Organising Work Force Management Teams
|
mark |
25th Nov '10 |
1317 |
5 |
|
How to do Capacity Planning for next 9 weeks (Very Urgent)
|
Vinod |
26th Oct '17 |
1298 |
2 |
|
Erlang Formula for Incoming and Outgoing Calls
|
Manish |
25th May '18 |
1296 |
2 |
|
How to plan Contact Centre Capacity
|
Nabih |
13th Feb '20 |
1280 |
4 |
|
Repeating calendar months or months with same start day
|
James |
1st Nov '17 |
1265 |
4 |
|
What does modern resource planning look like?
|
Dan |
24th Jun '19 |
1262 |
2 |
|
Forecasting Model in Excel
|
shahan |
9th Feb '18 |
1163 |
2 |
|
Call Center Calculations
|
Anon |
28th Jan '14 |
1138 |
2 |
|
Agent Utilization
|
Kerwin |
12th Mar '18 |
1137 |
4 |
|
Erlang Calculator Service Level is Zero
|
Anon |
16th Nov '15 |
1135 |
4 |
|
24/7 Shift Rota
|
tefkros |
30th Sep '15 |
1123 |
3 |
|
How to calculate FTE to handle chat volume
|
Eduardo |
31st Oct '17 |
1123 |
2 |
|
Assessment Test for Resource Planning Analyst
|
james |
18th Feb '19 |
1113 |
2 |
|
Forecasting Estimate needed
|
Mike |
10th Nov '17 |
1104 |
4 |
|
Opening script for long wait times
|
Rekha |
28th Jul '16 |
1102 |
4 |
|
Specific day/intervals for forecasting monthly FTE requirements
|
wfpbris82 |
20th Apr '18 |
1053 |
3 |
|
Call Volume Forecasting Margin of Error
|
German |
8th Nov '17 |
1034 |
2 |
|
Forecasting volumes before and after specific holiday dates / events
|
Anon |
26th Feb '16 |
1027 |
6 |
|
Multiskill forecasting - Erlang X
|
George |
15th Apr '18 |
1013 |
4 |
|
Calculating required FTE for Email
|
Pete |
19th Sep '18 |
1000 |
4 |
|
Hand overs between planning functions
|
Umer |
28th Aug '19 |
986 |
3 |
|
Predicting Abandoned Calls
|
Anon |
11th Jun '14 |
983 |
4 |
|
Service Level Calculation in Erlang C Excel Calculator
|
Neil |
4th Sep '18 |
977 |
4 |
|
permanent v Casual staffing ratio
|
A |
27th May '19 |
975 |
3 |
|
Average FTE required per financial sevice complaints
|
Dawn |
3rd Jul '19 |
974 |
2 |
|
FTE requirements for back office
|
Pete |
23rd May '18 |
963 |
4 |
|
Forecasting Call Volume
|
Karen |
4th Jan '18 |
933 |
4 |
|
Lost Calls Statistics
|
tunner13 |
14th Aug '10 |
926 |
4 |
|
Capping Erlangs
|
Duncan |
13th Sep '19 |
908 |
2 |
|
Training for Resource Planning
|
SDR1010 |
2nd Feb '18 |
904 |
3 |
|
Best Forecast Accuracy Calculation
|
kerrieb85 |
28th Mar '11 |
899 |
2 |
|
Calculate Monthly HC Based on ASA
|
Igor |
4th Mar '20 |
897 |
4 |
|
Staff needed in a month
|
Alejandro |
30th Jul '19 |
879 |
2 |
|
Head Count calculation
|
ِAhmed |
18th Jun '19 |
874 |
5 |
|
Resource Model Calculation
|
Anon |
9th Sep '15 |
868 |
4 |
|
Forecasting Template Download
|
Jennifer |
29th Jun '17 |
857 |
2 |
|
Call and AHT Profiling
|
Anon |
28th Oct '14 |
854 |
2 |
|
Multi-Channel contact center staffing and Occupancy (from Erlang-C)
|
Anon |
3rd May '16 |
838 |
3 |
|
Headcount calculation
|
Lauren |
20th Jan '20 |
837 |
2 |
|
Blended Call Center FTE
|
Anon |
28th Feb '14 |
817 |
3 |
|
Inbound w/Outbound Calls
|
Anon |
1st Jun '15 |
814 |
3 |
|
Webchat forecasting
|
Anon |
4th Jun '15 |
800 |
5 |
|
Weekly Forecast
|
Abhishek |
21st Aug '17 |
797 |
2 |
|
FTE calculation for month totaling 147 hrs
|
Mritunjoy |
11th Jun '19 |
784 |
3 |
|
Resource modelling for Blended (Inbound & Outbound) contact centre
|
Chris |
19th Sep '19 |
781 |
2 |
|
Get handling in minutes for a specific number of FTE
|
Bruce |
9th Apr '20 |
744 |
2 |
|
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