| Subject |
Author |
Created |
Views |
Posts |
|
Actual Required FTE Calculation
|
Anon |
8th Jan '15 |
46631 |
20 |
|
Industry Average- Acceptable Wait Time?
|
rikuslouw |
22nd Jan '10 |
22235 |
10 |
|
How to calculate FTE requirements on a monthly level
|
Anon |
3rd Apr '13 |
11445 |
8 |
|
Best Forecasting Method
|
Anon |
6th May '14 |
8520 |
6 |
|
Backoffice FTE Caculation
|
Anon |
13th May '16 |
7470 |
12 |
|
FTE Calculation for Chat
|
Floyd |
10th Sep '17 |
5648 |
4 |
|
required FTE calculation (non-voice)
|
Anon |
15th Nov '14 |
5469 |
8 |
|
Free Auto Scheduling Tools
|
Anon |
20th Aug '15 |
4572 |
8 |
|
Proactive Chat Staffing Calculation
|
Anon |
23rd Oct '14 |
4336 |
15 |
|
How many seconds is 6 rings?
|
lucy |
15th May '18 |
4175 |
3 |
|
Forecast Average Speed of Answer
|
V |
1st Sep '17 |
3876 |
6 |
|
Shrinkage and Absenteeism
|
Anon |
18th Feb '16 |
3570 |
2 |
|
What is shift inflex
|
Vinod |
12th Dec '17 |
3414 |
3 |
|
Early warning system (EWS) or RAG analysis
|
Mithesh |
10th Nov '19 |
3374 |
2 |
|
Resource Planning - Agent Shifts
|
Michelle |
18th Oct '19 |
3333 |
2 |
|
Shrinkage Calculation with Leave Considerations
|
Anon |
17th Jun '15 |
3318 |
3 |
|
Forecast Accuracy Targets
|
Anon |
6th May '14 |
3271 |
4 |
|
Service Level Calculation
|
Paul |
14th Oct '19 |
3209 |
6 |
|
FTE Calculation at a monthly
|
Patrice |
13th Sep '18 |
3062 |
11 |
|
Forecasting Abandoned Calls
|
Laura |
26th Jan '16 |
3037 |
19 |
|
FTE Calulation per Month per Day
|
sarfaraz |
25th Dec '17 |
2996 |
2 |
|
Staff Calculation For Outbound Team
|
Anon |
19th Feb '15 |
2786 |
3 |
|
Weekly Staff Requirement
|
Jay |
29th Oct '19 |
2610 |
2 |
|
Aspiring Workforce Analyst
|
Anon |
6th Aug '14 |
2550 |
3 |
|
Scheduling Template
|
Chaen |
28th Jun '19 |
2462 |
3 |
|
Call Center Headcount Ratios
|
Zachary |
30th May '17 |
2326 |
4 |
|
Resource and Planning Analyst Interview
|
Robert |
13th Sep '17 |
2316 |
3 |
|
How to set Minimum Business Continuity Objective (MBCO)?
|
Hoi Choy Gee |
21st Sep '17 |
2226 |
2 |
|
Kpi- Conformance
|
Emma |
4th Oct '19 |
2207 |
2 |
|
Forecasting Issue Multi Channel
|
James |
19th Nov '19 |
2174 |
6 |
|
Adding shrinkage to workload FTE
|
Anon |
7th Mar '16 |
2083 |
3 |
|
Poisson and Contact Centre Forecasts
|
Sarah |
9th Oct '19 |
2067 |
4 |
|
Measuring RPH
|
Anon |
15th Dec '13 |
1754 |
5 |
|
Types of inbound calls
|
Anon |
3rd Feb '15 |
1732 |
4 |
|
Per Interval Reporting
|
BI |
4th Sep '17 |
1714 |
2 |
|
Calls Answered within SLA - Calculation
|
PeterPan |
18th Aug '10 |
1711 |
6 |
|
What is the industry standard target for Schedule Efficiency?
|
Natalie |
15th Jun '17 |
1693 |
3 |
|
FTE calculation for back office account
|
Anon |
24th Sep '14 |
1660 |
5 |
|
New to resource planning- analyst
|
Anon |
11th Dec '14 |
1658 |
4 |
|
Time Back for Advisors stuck on calls?
|
Anon |
27th Jun '14 |
1625 |
8 |
|
New Contact Centre with No Resource Planning
|
Emily |
13th Sep '19 |
1611 |
3 |
|
Accurate forecasting
|
subfuze |
18th Jul '12 |
1538 |
4 |
|
WFM analysts to staff ratio
|
Suzanne |
3rd Oct '19 |
1538 |
2 |
|
Team Meetings and Briefings
|
Anon |
20th Nov '13 |
1466 |
4 |
|
Back office interval wise FTE calculation
|
gurpreet |
16th Nov '19 |
1455 |
2 |
|
How do you define the Capacity Plan? What is its objective and purpose
|
mohit |
23rd Sep '19 |
1452 |
2 |
|
Absence levels in Call Centres
|
Mike |
1st Oct '19 |
1424 |
3 |
|
Call Centre Competition
|
Anon |
13th Nov '13 |
1401 |
2 |
|
Maintaining the roster
|
Srikanth |
14th Dec '11 |
1383 |
4 |
|
Organising Work Force Management Teams
|
mark |
25th Nov '10 |
1307 |
5 |
|
relationship of shrinkage and phone occupancy
|
Marge |
6th Jun '18 |
1275 |
3 |
|
FTE calculation for Outbound and Inbound
|
Rick |
2nd Dec '17 |
1265 |
3 |
|
Calculating a Monthly or weekly FTE requirement considering service level
|
Sharee |
13th Mar '18 |
1262 |
2 |
|
How to plan Contact Centre Capacity
|
Nabih |
13th Feb '20 |
1262 |
4 |
|
What does modern resource planning look like?
|
Dan |
24th Jun '19 |
1247 |
2 |
|
How to do Capacity Planning for next 9 weeks (Very Urgent)
|
Vinod |
26th Oct '17 |
1221 |
2 |
|
Repeating calendar months or months with same start day
|
James |
1st Nov '17 |
1183 |
4 |
|
Call Center Calculations
|
Anon |
28th Jan '14 |
1123 |
2 |
|
Forecasting Model in Excel
|
shahan |
9th Feb '18 |
1119 |
2 |
|
Erlang Calculator Service Level is Zero
|
Anon |
16th Nov '15 |
1106 |
4 |
|
Erlang Formula for Incoming and Outgoing Calls
|
Manish |
25th May '18 |
1103 |
2 |
|
Forecasting Estimate needed
|
Mike |
10th Nov '17 |
1093 |
4 |
|
Assessment Test for Resource Planning Analyst
|
james |
18th Feb '19 |
1093 |
2 |
|
24/7 Shift Rota
|
tefkros |
30th Sep '15 |
1088 |
3 |
|
General Formula for Quick Estimates for Expanded Coverage
|
Ray |
24th Mar '20 |
1078 |
2 |
|
Agent Utilization
|
Kerwin |
12th Mar '18 |
1052 |
4 |
|
Specific day/intervals for forecasting monthly FTE requirements
|
wfpbris82 |
20th Apr '18 |
1007 |
3 |
|
How to calculate FTE to handle chat volume
|
Eduardo |
31st Oct '17 |
1003 |
2 |
|
Call Volume Forecasting Margin of Error
|
German |
8th Nov '17 |
997 |
2 |
|
Forecasting volumes before and after specific holiday dates / events
|
Anon |
26th Feb '16 |
978 |
6 |
|
Hand overs between planning functions
|
Umer |
28th Aug '19 |
976 |
3 |
|
Predicting Abandoned Calls
|
Anon |
11th Jun '14 |
973 |
4 |
|
permanent v Casual staffing ratio
|
A |
27th May '19 |
966 |
3 |
|
Average FTE required per financial sevice complaints
|
Dawn |
3rd Jul '19 |
965 |
2 |
|
Lost Calls Statistics
|
tunner13 |
14th Aug '10 |
915 |
4 |
|
Forecasting Call Volume
|
Karen |
4th Jan '18 |
901 |
4 |
|
Best Forecast Accuracy Calculation
|
kerrieb85 |
28th Mar '11 |
890 |
2 |
|
Multiskill forecasting - Erlang X
|
George |
15th Apr '18 |
888 |
4 |
|
Capping Erlangs
|
Duncan |
13th Sep '19 |
888 |
2 |
|
Staff needed in a month
|
Alejandro |
30th Jul '19 |
869 |
2 |
|
FTE requirements for back office
|
Pete |
23rd May '18 |
864 |
4 |
|
Calculate Monthly HC Based on ASA
|
Igor |
4th Mar '20 |
860 |
4 |
|
Training for Resource Planning
|
SDR1010 |
2nd Feb '18 |
859 |
3 |
|
Calculating required FTE for Email
|
Pete |
19th Sep '18 |
838 |
4 |
|
Resource Model Calculation
|
Anon |
9th Sep '15 |
835 |
4 |
|
Opening script for long wait times
|
Rekha |
28th Jul '16 |
829 |
4 |
|
Call and AHT Profiling
|
Anon |
28th Oct '14 |
829 |
2 |
|
Forecasting Template Download
|
Jennifer |
29th Jun '17 |
828 |
2 |
|
Head Count calculation
|
ِAhmed |
18th Jun '19 |
827 |
5 |
|
Multi-Channel contact center staffing and Occupancy (from Erlang-C)
|
Anon |
3rd May '16 |
818 |
3 |
|
Headcount calculation
|
Lauren |
20th Jan '20 |
816 |
2 |
|
Service Level Calculation in Erlang C Excel Calculator
|
Neil |
4th Sep '18 |
805 |
4 |
|
Inbound w/Outbound Calls
|
Anon |
1st Jun '15 |
790 |
3 |
|
Blended Call Center FTE
|
Anon |
28th Feb '14 |
786 |
3 |
|
Resource modelling for Blended (Inbound & Outbound) contact centre
|
Chris |
19th Sep '19 |
767 |
2 |
|
Webchat forecasting
|
Anon |
4th Jun '15 |
759 |
5 |
|
Weekly Forecast
|
Abhishek |
21st Aug '17 |
753 |
2 |
|
FTE calculation for month totaling 147 hrs
|
Mritunjoy |
11th Jun '19 |
746 |
3 |
|
Webchat and Website Traffic
|
Felix |
18th Jul '19 |
720 |
2 |
|
Does anybody have an example for capacity planning model for Live Chat?
|
Justin |
25th Feb '20 |
716 |
5 |
|
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