Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 83191 24
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 40399 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 12036 8
Backoffice FTE Calculation Anon 13th May '16 11237 16
FTE Calculation for Chat Floyd 10th Sep '17 9517 4
Best Forecasting Method Anon 6th May '14 8790 6
How many seconds is 6 rings? lucy 15th May '18 8415 3
required FTE calculation (non-voice) Anon 15th Nov '14 8025 12
Free Auto Scheduling Tools Anon 20th Aug '15 7061 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 6586 15
Forecast Average Speed of Answer V 1st Sep '17 5287 6
FTE requirements to cover all opening hours Dave 21st Oct '20 5278 3
Shift Bidding WFM Paul 14th Jun '21 5029 5
FTE Calculation at a monthly Patrice 13th Sep '18 4964 11
Monthly Erlang Calc Scott 23rd Oct '20 4836 3
Planned Shrinkage for Full Time & Part Time Staff Rob 22nd Nov '20 4600 2
What is shift inflex Vinod 12th Dec '17 4445 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 4372 2
Erlang FTE's with days off in a 7 day/12 hours a day operation Eric 24th Oct '20 4343 2
Lunch schedule with small staff and short hours Anthony 18th Jun '21 4163 4
Shrinkage and Absenteeism Anon 18th Feb '16 3900 2
Best way to calculate resource required for email demand Faizal 8th Jul '21 3850 2
Forecasting Abandoned Calls Laura 26th Jan '16 3845 19
relationship of shrinkage and phone occupancy Marge 6th Jun '18 3721 4
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3546 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3513 3
Calculation of answered calls for a specific nb of agents Suzanne 26th Nov '20 3473 2
How to measure your WFM team KPI's? Cesar 20th Oct '20 3471 3
Ok, ready to be stumped on monhtly required FTE with a wonky service level? Freddy 22nd Jul '21 3458 2
Resource Planning - Agent Shifts Michelle 18th Oct '19 3443 2
Forecast Accuracy Targets Anon 6th May '14 3396 4
Service Level Calculation Paul 14th Oct '19 3339 6
Staff Calculation For Outbound Team Anon 19th Feb '15 3239 3
Resource and Planning Analyst Interview Robert 13th Sep '17 3186 3
Call Center Headcount Ratios Zachary 30th May '17 3175 4
Online Erlang Calculator input questions Bill 22nd Jun '21 3101 2
Forecast for outbound sales project Ângela 14th Oct '20 3088 2
Number of supervisors Ralph 23rd Jul '21 3029 2
WFM - Calculation Occupancy Chat/Email (mutilple slot same time) Kien 1st Mar '21 3010 4
FTE & Occupancy James 2nd Jun '21 3010 2
WFM scheduling Kellye 16th Mar '21 2984 2
how to calculate FTE if i have the below data? Mohamed 13th Aug '21 2978 2
Aspiring Workforce Analyst Anon 6th Aug '14 2931 3
Should Occupancy's HT include the "ready" time? Javier 12th May '21 2914 3
Does any one have schedule adherence excel template Meg 28th Sep '20 2844 2
How to Forecast Demand in the Contact Centre - for emails. Danny 19th Oct '20 2794 2
WFM/WFP Course Dan 29th Apr '21 2754 2
Scheduling Template Chaen 28th Jun '19 2703 3
Weekly Staff Requirement Jay 29th Oct '19 2699 2
Adding shrinkage to workload FTE Anon 7th Mar '16 2691 3
How to consider the IVR time in the Erlang calculator Javier 23rd Apr '21 2689 8
Free Forecasting Excel Template Yadavagiri 24th Jul '21 2656 2
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2632 4
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2550 2
Opening script for long wait times Rekha 28th Jul '16 2517 4
Edit staff required in iex Miles 30th Jul '21 2490 2
Number of Agents 0 for incoming volume below 0.6 Robert 13th Feb '21 2475 2
Forecasting Issue Multi Channel James 19th Nov '19 2337 6
Kpi- Conformance Emma 4th Oct '19 2325 2
Measuring RPH Anon 15th Dec '13 2323 5
Multi-skilled agents by language Andy 18th May '21 2298 2
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2214 4
Per Interval Reporting BI 4th Sep '17 2192 2
Scenario to test a Workforce Planner Jim 11th Aug '21 2173 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 2154 6
WFM analysts to staff ratio Suzanne 3rd Oct '19 2138 2
Scheduling Lunches Anthony 24th Mar '21 2127 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 2106 2
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 2069 2
Segmenting data when calculating AHT, ATA Javier 7th May '21 1990 2
Types of inbound calls Anon 3rd Feb '15 1944 4
FTE calculation for back office account Anon 24th Sep '14 1895 5
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1890 8
Comparing shrinkage and availability Conor 3rd Feb '21 1858 2
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1852 3
Absence levels in Call Centres Mike 1st Oct '19 1802 3
Calculating required FTE for Email Pete 19th Sep '18 1786 4
New to resource planning- analyst Anon 11th Dec '14 1780 4
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1780 3
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1727 2
New Contact Centre with No Resource Planning Emily 13th Sep '19 1698 3
Erlang Calculator - Calls across the week distribution Angela 13th Apr '21 1683 2
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1658 3
Erlang X Thomas 10th Jun '21 1658 2
Accurate forecasting subfuze 18th Jul '12 1640 4
How to calculate staffing for emails? isa 31st Jan '21 1632 2
Complaints Forecasting Jeevan 15th Sep '20 1603 2
Back office interval wise FTE calculation gurpreet 16th Nov '19 1599 2
Team Meetings and Briefings Anon 20th Nov '13 1584 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1546 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1545 2
Call Centre Competition Anon 13th Nov '13 1483 2
Multiskill forecasting - Erlang X George 15th Apr '18 1481 4
Repeating calendar months or months with same start day James 1st Nov '17 1473 4
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1473 4
Maintaining the roster Srikanth 14th Dec '11 1466 4
FTE requirements for back office Pete 23rd May '18 1447 4
Agent Utilization Kerwin 12th Mar '18 1414 4
Manpower calculation Seetha 26th Apr '21 1390 2
Organising Work Force Management Teams mark 25th Nov '10 1379 5
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