Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 40105 20
Acceptable Waiting Time? rikuslouw 22nd Jan '10 20958 16
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 10649 8
Verint Impact 360 Manual Anon 6th May '16 8765 4
Best Forecasting Method Anon 6th May '14 8385 6
Backoffice FTE Caculation Anon 13th May '16 6276 12
required FTE calculation (non-voice) Anon 15th Nov '14 5134 8
FTE Calculation for Chat Floyd 10th Sep '17 4847 4
Proactive Chat Staffing Calculation Anon 23rd Oct '14 4140 15
Free Auto Scheduling Tools Anon 20th Aug '15 3748 8
Forecast Average Speed of Answer V 1st Sep '17 3429 6
Shrinkage and Absenteeism Anon 18th Feb '16 3393 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3245 3
Forecast Accuracy Targets Anon 6th May '14 3194 4
Resource Planning - Agent Shifts Michelle 18th Oct '19 3189 2
Service Level Calculation Paul 14th Oct '19 3162 6
How many seconds is 6 rings? lucy 15th May '18 3070 3
What is shift inflex Vinod 12th Dec '17 3035 3
Verint Impact 360 error messge Anon 10th Mar '16 2896 3
Forecasting Abandoned Calls Laura 26th Jan '16 2686 19
FTE Calulation per Month per Day sarfaraz 25th Dec '17 2651 2
Staff Calculation For Outbound Team Anon 19th Feb '15 2556 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 2551 2
FTE Calculation at a monthly Patrice 13th Sep '18 2382 11
Aspiring Workforce Analyst Anon 6th Aug '14 2379 4
Scheduling Template Chaen 28th Jun '19 2346 3
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 2336 4
Kpi- Conformance Emma 4th Oct '19 2161 2
Resource and Planning Analyst Interview Robert 13th Sep '17 2041 3
Call Center Headcount Ratios Zachary 30th May '17 2037 4
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2037 4
Weekly Staff Requirement Jay 29th Oct '19 1923 2
Types of inbound calls Anon 3rd Feb '15 1617 4
Measuring RPH Anon 15th Dec '13 1608 5
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1606 3
New to resource planning Anon 11th Dec '14 1602 4
FTE calculation for back office account Anon 24th Sep '14 1588 5
Per Interval Reporting BI 4th Sep '17 1575 2
New Contact Centre with No Resource Planning Emily 13th Sep '19 1573 3
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1562 8
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1552 6
Accurate forecasting subfuze 18th Jul '12 1509 4
WFM analysts to staff ratio Suzanne 3rd Oct '19 1415 2
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 1411 2
Team Meetings and Briefings Anon 20th Nov '13 1405 4
Call Centre Competition Anon 13th Nov '13 1373 2
Maintaining the roster Srikanth 14th Dec '11 1353 4
Absence levels in Call Centres Mike 1st Oct '19 1325 3
Organising Work Force Management Teams mark 25th Nov '10 1289 5
What does modern resource planning look like? Dan 24th Jun '19 1216 2
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1130 3
Repeating calendar months or months with same start day James 1st Nov '17 1091 4
Call Center Calculations Anon 28th Jan '14 1090 2
Adding shrinkage to workload FTE Anon 7th Mar '16 1083 2
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1069 2
Forecasting Estimate needed Mike 10th Nov '17 1067 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1049 2
relationship of shrinkage and phone occupancy Marge 6th Jun '18 1047 3
Forecasting Model in Excel shahan 9th Feb '18 1041 2
24/7 Shift Rota tefkros 30th Sep '15 1032 3
Assessment Test for Resource Planning Analyst james 18th Feb '19 1013 2
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 945 2
Predicting Abandoned Calls Anon 11th Jun '14 943 4
Hand overs between planning functions Umer 28th Aug '19 941 3
permanent v Casual staffing ratio A 27th May '19 939 3
Call Volume Forecasting Margin of Error German 8th Nov '17 920 2
Lost Calls Statistics tunner13 14th Aug '10 890 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 885 2
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 882 3
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 878 6
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 878 2
Agent Utilization Kerwin 12th Mar '18 874 4
Capping Erlangs Duncan 13th Sep '19 863 2
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 862 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 838 2
Staff needed in a month Alejandro 30th Jul '19 836 2
Forecasting Call Volume Karen 4th Jan '18 822 4
Cisco/Calabrio WFM Issues Anon 10th Mar '16 800 4
Resource Model Calculation Anon 9th Sep '15 787 4
Forecasting Template Download Jennifer 29th Jun '17 784 2
Call and AHT Profiling Anon 28th Oct '14 780 2
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 777 3
Training for Resource Planning SDR1010 2nd Feb '18 769 3
Head Count calculation ِAhmed 18th Jun '19 763 5
Back office interval wise FTE calculation gurpreet 16th Nov '19 758 2
Blended Call Center FTE Anon 28th Feb '14 749 3
Resource modelling for Blended (Inbound & Outbound) contact centre Chris 19th Sep '19 746 2
Inbound w/Outbound Calls Anon 1st Jun '15 727 3
Blue Pumpkin What If Mode Anon 6th Nov '14 725 5
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 718 3
FTE calculation for month totaling 147 hrs Mritunjoy 11th Jun '19 704 3
Webchat and Website Traffic Felix 18th Jul '19 702 2
Webchat forecasting Anon 4th Jun '15 698 5
Multiskill forecasting - Erlang X George 15th Apr '18 681 4
FTE requirements for back office Pete 23rd May '18 681 4
Weekly Forecast Abhishek 21st Aug '17 662 2
Cost of a good IVR load testing service? Anon 18th Apr '14 655 5
WFM Objectives Anon 28th Apr '16 652 4
Weekly long term forecast Jr 1st Nov '17 652 4
Whatsapp Channel M 19th Jun '19 648 2
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