Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 70662 24
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 32873 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11918 8
Backoffice FTE Calculation Anon 13th May '16 10792 16
Best Forecasting Method Anon 6th May '14 8720 6
FTE Calculation for Chat Floyd 10th Sep '17 8430 4
required FTE calculation (non-voice) Anon 15th Nov '14 7686 12
How many seconds is 6 rings? lucy 15th May '18 7368 3
Free Auto Scheduling Tools Anon 20th Aug '15 6603 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 5926 16
FTE requirements to cover all opening hours Dave 21st Oct '20 5244 3
Forecast Average Speed of Answer V 1st Sep '17 4944 6
Monthly Erlang Calc Scott 23rd Oct '20 4802 3
FTE Calculation at a monthly Patrice 13th Sep '18 4615 11
Planned Shrinkage for Full Time & Part Time Staff Rob 22nd Nov '20 4563 2
Erlang FTE's with days off in a 7 day/12 hours a day operation Eric 24th Oct '20 4308 2
What is shift inflex Vinod 12th Dec '17 4185 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 4056 2
Shrinkage and Absenteeism Anon 18th Feb '16 3830 2
Forecasting Abandoned Calls Laura 26th Jan '16 3642 19
relationship of shrinkage and phone occupancy Marge 6th Jun '18 3501 4
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3464 3
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3463 2
Calculation of answered calls for a specific nb of agents Suzanne 26th Nov '20 3444 2
How to measure your WFM team KPI's? Cesar 19th Oct '20 3437 3
Resource Planning - Agent Shifts Michelle 18th Oct '19 3415 2
Forecast Accuracy Targets Anon 6th May '14 3364 4
Service Level Calculation Paul 14th Oct '19 3304 6
Staff Calculation For Outbound Team Anon 19th Feb '15 3125 3
Forecast for outbound sales project Ângela 14th Oct '20 3062 2
Call Center Headcount Ratios Zachary 30th May '17 3010 4
Resource and Planning Analyst Interview Robert 13th Sep '17 2938 3
Aspiring Workforce Analyst Anon 6th Aug '14 2865 3
WFM - Calculation Occupancy Chat/Email (mutilple slot same time) Kien 1st Mar '21 2800 4
Does any one have schedule adherence excel template Meg 28th Sep '20 2789 2
How to Forecast Demand in the Contact Centre - for emails. Danny 19th Oct '20 2765 2
Weekly Staff Requirement Jay 29th Oct '19 2680 2
Scheduling Template Chaen 28th Jun '19 2643 3
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2521 4
Adding shrinkage to workload FTE Anon 7th Mar '16 2517 3
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2491 2
Number of Agents 0 for incoming volume below 0.6 Robert 13th Feb '21 2453 2
Forecasting Issue Multi Channel James 19th Nov '19 2303 6
Kpi- Conformance Emma 4th Oct '19 2289 2
Measuring RPH Anon 15th Dec '13 2193 5
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2163 4
Per Interval Reporting BI 4th Sep '17 2099 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 2059 6
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 2026 2
Opening script for long wait times Rekha 28th Jul '16 2023 4
WFM analysts to staff ratio Suzanne 3rd Oct '19 1924 2
Types of inbound calls Anon 3rd Feb '15 1912 4
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1868 2
Comparing shrinkage and availability Conor 3rd Feb '21 1840 2
FTE calculation for back office account Anon 24th Sep '14 1833 5
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1820 3
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1806 8
New to resource planning- analyst Anon 11th Dec '14 1750 4
Absence levels in Call Centres Mike 1st Oct '19 1706 3
WFM scheduling Kellye 16th Mar '21 1695 2
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1686 3
New Contact Centre with No Resource Planning Emily 13th Sep '19 1677 3
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1656 2
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1633 3
Accurate forecasting subfuze 18th Jul '12 1614 4
Back office interval wise FTE calculation gurpreet 16th Nov '19 1571 2
Complaints Forecasting Jeevan 15th Sep '20 1568 2
Team Meetings and Briefings Anon 20th Nov '13 1563 4
Calculating required FTE for Email Pete 19th Sep '18 1541 4
How to calculate staffing for emails? isa 31st Jan '21 1525 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1493 2
Call Centre Competition Anon 13th Nov '13 1460 2
Maintaining the roster Srikanth 14th Dec '11 1447 4
Repeating calendar months or months with same start day James 1st Nov '17 1435 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1423 2
Organising Work Force Management Teams mark 25th Nov '10 1357 5
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1353 4
Agent Utilization Kerwin 12th Mar '18 1342 4
How to plan Contact Centre Capacity Nabih 13th Feb '20 1335 4
Multiskill forecasting - Erlang X George 15th Apr '18 1313 4
FTE requirements for back office Pete 23rd May '18 1312 4
What does modern resource planning look like? Dan 24th Jun '19 1303 2
Forecasting Model in Excel shahan 9th Feb '18 1273 2
24/7 Shift Rota tefkros 30th Sep '15 1255 3
Part-Time ratio calculator Gigi 11th Sep '20 1246 2
SLA and Abandon Formulas in Erlang Carlos 7th Jul '20 1191 2
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1183 3
Assessment Test for Resource Planning Analyst james 18th Feb '19 1183 2
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1182 4
Call Center Calculations Anon 28th Jan '14 1180 2
Definition of FTE Needed Patrick Agustin 14th Sep '20 1180 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 1160 6
Call Volume Forecasting Margin of Error German 8th Nov '17 1155 2
Forecasting Estimate needed Mike 10th Nov '17 1144 4
Head Count calculation ِAhmed 18th Jun '19 1144 5
Resource requirement Calculation on Chat lloyd 3rd Jul '20 1063 2
Hand overs between planning functions Umer 28th Aug '19 1027 3
Predicting Abandoned Calls Anon 11th Jun '14 1026 4
Forecasting Call Volume Karen 4th Jan '18 1019 4
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 1017 2
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