Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 54454 22
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 23313 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11689 8
Best Forecasting Method Anon 6th May '14 8631 6
Backoffice FTE Caculation Anon 13th May '16 8326 13
required FTE calculation (non-voice) Anon 15th Nov '14 7268 12
FTE Calculation for Chat Floyd 10th Sep '17 7032 4
How many seconds is 6 rings? lucy 15th May '18 5690 3
Free Auto Scheduling Tools Anon 20th Aug '15 5665 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 4687 15
Forecast Average Speed of Answer V 1st Sep '17 4431 6
FTE Calculation at a monthly Patrice 13th Sep '18 3952 11
What is shift inflex Vinod 12th Dec '17 3837 3
Shrinkage and Absenteeism Anon 18th Feb '16 3730 2
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 3650 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3389 3
Resource Planning - Agent Shifts Michelle 18th Oct '19 3380 2
Forecasting Abandoned Calls Laura 26th Jan '16 3363 19
Forecast Accuracy Targets Anon 6th May '14 3316 4
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3300 2
Service Level Calculation Paul 14th Oct '19 3242 6
Staff Calculation For Outbound Team Anon 19th Feb '15 2963 3
Call Center Headcount Ratios Zachary 30th May '17 2785 4
Aspiring Workforce Analyst Anon 6th Aug '14 2727 3
Weekly Staff Requirement Jay 29th Oct '19 2648 2
Resource and Planning Analyst Interview Robert 13th Sep '17 2594 3
Scheduling Template Chaen 28th Jun '19 2567 3
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2402 4
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2378 2
Adding shrinkage to workload FTE Anon 7th Mar '16 2300 3
Forecasting Issue Multi Channel James 19th Nov '19 2256 6
Kpi- Conformance Emma 4th Oct '19 2235 2
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2102 4
Measuring RPH Anon 15th Dec '13 2004 5
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 1984 2
Per Interval Reporting BI 4th Sep '17 1926 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1892 6
Types of inbound calls Anon 3rd Feb '15 1826 4
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1764 3
FTE calculation for back office account Anon 24th Sep '14 1745 5
WFM analysts to staff ratio Suzanne 3rd Oct '19 1735 2
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1714 8
New to resource planning- analyst Anon 11th Dec '14 1707 4
New Contact Centre with No Resource Planning Emily 13th Sep '19 1641 3
relationship of shrinkage and phone occupancy Marge 6th Jun '18 1604 3
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1593 3
Accurate forecasting subfuze 18th Jul '12 1570 4
Absence levels in Call Centres Mike 1st Oct '19 1555 3
Back office interval wise FTE calculation gurpreet 16th Nov '19 1526 2
Team Meetings and Briefings Anon 20th Nov '13 1524 4
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1480 3
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1476 2
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1472 2
Call Centre Competition Anon 13th Nov '13 1430 2
Maintaining the roster Srikanth 14th Dec '11 1411 4
Opening script for long wait times Rekha 28th Jul '16 1395 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1368 2
Repeating calendar months or months with same start day James 1st Nov '17 1347 4
Organising Work Force Management Teams mark 25th Nov '10 1329 5
How to plan Contact Centre Capacity Nabih 13th Feb '20 1293 4
What does modern resource planning look like? Dan 24th Jun '19 1273 2
Agent Utilization Kerwin 12th Mar '18 1226 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1207 2
Forecasting Model in Excel shahan 9th Feb '18 1193 2
Calculating required FTE for Email Pete 19th Sep '18 1192 4
24/7 Shift Rota tefkros 30th Sep '15 1161 3
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1155 4
Call Center Calculations Anon 28th Jan '14 1149 2
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1148 4
Assessment Test for Resource Planning Analyst james 18th Feb '19 1134 2
Multiskill forecasting - Erlang X George 15th Apr '18 1120 4
Forecasting Estimate needed Mike 10th Nov '17 1114 4
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1108 3
Call Volume Forecasting Margin of Error German 8th Nov '17 1072 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 1063 6
SLA and Abandon Formulas in Erlang Carlos 7th Jul '20 1058 2
FTE requirements for back office Pete 23rd May '18 1056 4
Resource requirement Calculation on Chat lloyd 3rd Jul '20 1020 2
Hand overs between planning functions Umer 28th Aug '19 997 3
Predicting Abandoned Calls Anon 11th Jun '14 996 4
permanent v Casual staffing ratio A 27th May '19 984 3
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 984 2
Forecasting Call Volume Karen 4th Jan '18 962 4
Training for Resource Planning SDR1010 2nd Feb '18 943 3
Head Count calculation ِAhmed 18th Jun '19 941 5
Lost Calls Statistics tunner13 14th Aug '10 939 4
Calculate Monthly HC Based on ASA Igor 4th Mar '20 922 4
Capping Erlangs Duncan 13th Sep '19 918 2
Resource Model Calculation Anon 9th Sep '15 910 4
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 908 2
Staff needed in a month Alejandro 30th Jul '19 890 2
Forecasting Template Download Jennifer 29th Jun '17 887 2
WFM Template for Calls, Emails, Messaging & Social Rodderick 20th Jul '20 882 3
Call and AHT Profiling Anon 28th Oct '14 878 2
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 862 3
Headcount calculation Lauren 20th Jan '20 861 2
Weekly Forecast Abhishek 21st Aug '17 856 2
Blended Call Center FTE Anon 28th Feb '14 848 3
Inbound w/Outbound Calls Anon 1st Jun '15 840 3
Webchat forecasting Anon 4th Jun '15 834 5
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