Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 91216 25
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 45646 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 12119 8
Backoffice FTE Calculation Anon 13th May '16 11474 16
FTE Calculation for Chat Floyd 10th Sep '17 10167 4
How many seconds is 6 rings? lucy 15th May '18 9104 3
Best Forecasting Method Anon 6th May '14 8810 6
required FTE calculation (non-voice) Anon 15th Nov '14 8220 12
Free Auto Scheduling Tools Anon 20th Aug '15 7322 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 6648 15
Online Erlang Calculator versus Excel version Conor 13th Sep '21 6494 5
Webchat Angela 28th Sep '21 5631 3
Lunch schedule with small staff and short hours Anthony 18th Jun '21 5577 4
Forecast Average Speed of Answer V 1st Sep '17 5546 6
Email/Back Office SLA based requirement Diego 28th Sep '21 5500 2
prepare the Interval wsie HC requirement/Effort estimation krishan 27th Sep '21 5479 2
FTE requirements to cover all opening hours Dave 21st Oct '20 5314 3
FTE Calculation at a monthly Patrice 13th Sep '18 5167 11
Shift Bidding WFM Paul 14th Jun '21 5057 5
Monthly Erlang Calc Scott 23rd Oct '20 4857 3
Planned Shrinkage for Full Time & Part Time Staff Rob 22nd Nov '20 4622 2
What is shift inflex Vinod 12th Dec '17 4581 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 4504 2
how to calculate FTE if i have the below data? Mohamed 13th Aug '21 4402 2
Erlang FTE's with days off in a 7 day/12 hours a day operation Eric 24th Oct '20 4374 2
Best way to calculate resource required for email demand Faizal 8th Jul '21 3978 2
Shrinkage and Absenteeism Anon 18th Feb '16 3950 2
Forecasting Abandoned Calls Laura 26th Jan '16 3928 19
relationship of shrinkage and phone occupancy Marge 6th Jun '18 3871 4
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3588 2
Ok, ready to be stumped on monhtly required FTE with a wonky service level? Freddy 22nd Jul '21 3575 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3547 3
How to measure your WFM team KPI's? Cesar 20th Oct '20 3493 3
Calculation of answered calls for a specific nb of agents Suzanne 26th Nov '20 3488 2
Resource Planning - Agent Shifts Michelle 18th Oct '19 3464 2
Forecast Accuracy Targets Anon 6th May '14 3426 4
Service Level Calculation Paul 14th Oct '19 3360 6
Resource and Planning Analyst Interview Robert 13th Sep '17 3350 3
Call Center Headcount Ratios Zachary 30th May '17 3268 4
Staff Calculation For Outbound Team Anon 19th Feb '15 3265 3
Number of supervisors Ralph 23rd Jul '21 3243 2
Call Center Billing Rates Christopher 15th Sep '21 3184 2
Online Erlang Calculator input questions Bill 22nd Jun '21 3117 2
Forecast for outbound sales project Ângela 14th Oct '20 3106 2
FTE & Occupancy James 2nd Jun '21 3039 2
WFM - Calculation Occupancy Chat/Email (mutilple slot same time) Kien 1st Mar '21 3034 4
WFM scheduling Kellye 16th Mar '21 3014 2
Aspiring Workforce Analyst Anon 6th Aug '14 2952 3
Should Occupancy's HT include the "ready" time? Javier 12th May '21 2941 3
Opening script for long wait times Rekha 28th Jul '16 2888 4
Does any one have schedule adherence excel template Meg 28th Sep '20 2864 2
Free Forecasting Excel Template Yadavagiri 24th Jul '21 2852 2
Adding shrinkage to workload FTE Anon 7th Mar '16 2827 3
How to Forecast Demand in the Contact Centre - for emails. Danny 19th Oct '20 2826 2
Edit staff required in iex Miles 30th Jul '21 2813 2
WFM/WFP Course Dan 29th Apr '21 2791 2
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2767 4
How to consider the IVR time in the Erlang calculator Javier 23rd Apr '21 2745 8
Weekly Staff Requirement Jay 29th Oct '19 2721 2
Scheduling Template Chaen 28th Jun '19 2718 3
Scenario to test a Workforce Planner Jim 11th Aug '21 2606 2
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2604 2
Number of Agents 0 for incoming volume below 0.6 Robert 13th Feb '21 2493 2
Measuring RPH Anon 15th Dec '13 2424 5
Forecasting Issue Multi Channel James 19th Nov '19 2356 6
Kpi- Conformance Emma 4th Oct '19 2336 2
Multi-skilled agents by language Andy 18th May '21 2310 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 2295 2
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2249 4
WFM analysts to staff ratio Suzanne 3rd Oct '19 2239 2
Per Interval Reporting BI 4th Sep '17 2225 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 2217 6
Scheduling Lunches Anthony 24th Mar '21 2139 2
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 2084 2
Segmenting data when calculating AHT, ATA Javier 7th May '21 2002 2
Types of inbound calls Anon 3rd Feb '15 1961 4
Calculating required FTE for Email Pete 19th Sep '18 1945 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1920 8
Forecast Service Demand Need for New App Philip 21st Sep '21 1918 2
FTE calculation for back office account Anon 24th Sep '14 1917 5
Comparing shrinkage and availability Conor 3rd Feb '21 1874 2
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1872 3
Absence levels in Call Centres Mike 1st Oct '19 1858 3
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1817 3
New to resource planning- analyst Anon 11th Dec '14 1801 4
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1786 2
Erlang X Thomas 10th Jun '21 1720 2
New Contact Centre with No Resource Planning Emily 13th Sep '19 1712 3
Erlang Calculator - Calls across the week distribution Angela 13th Apr '21 1701 2
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1681 3
Accurate forecasting subfuze 18th Jul '12 1656 4
How to calculate staffing for emails? isa 31st Jan '21 1651 2
Back office interval wise FTE calculation gurpreet 16th Nov '19 1619 2
Complaints Forecasting Jeevan 15th Sep '20 1614 2
Team Meetings and Briefings Anon 20th Nov '13 1606 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1602 2
Multiskill forecasting - Erlang X George 15th Apr '18 1586 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1584 2
FTE requirements for back office Pete 23rd May '18 1527 4
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1525 4
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