Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 25746 20
Acceptable Waiting Time? rikuslouw 22nd Jan '10 14753 16
Best Forecasting Method Anon 6th May '14 8095 6
Verint Impact 360 Manual Anon 6th May '16 7336 3
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 7203 5
Backoffice FTE Caculation Anon 13th May '16 4125 10
Proactive Chat Staffing Calculation Anon 23rd Oct '14 3588 15
Forecast Accuracy Targets Anon 6th May '14 3101 4
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3092 3
Shrinkage and Absenteeism Anon 18th Feb '16 3032 2
Forecast Average Speed of Answer V 1st Sep '17 2753 6
Free Auto Scheduling Tools Anon 20th Aug '15 2549 8
required FTE calculation (non-voice) Anon 15th Nov '14 2542 4
FTE Calculation for Chat Floyd 10th Sep '17 2479 2
Verint Impact 360 error messge Anon 10th Mar '16 2277 3
Forecasting Abandoned Calls Laura 26th Jan '16 2073 18
FTE Calulation per Month per Day sarfaraz 25th Dec '17 2058 2
Staff Calculation For Outbound Team Anon 19th Feb '15 2034 3
Aspiring Workforce Analyst Anon 6th Aug '14 1949 4
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 1533 4
Types of inbound calls Anon 3rd Feb '15 1480 4
Accurate forecasting subfuze 18th Jul '12 1466 4
FTE calculation for back office account Anon 24th Sep '14 1459 5
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1427 8
Call Center Headcount Ratios Zachary 30th May '17 1390 4
New to resource planning Anon 11th Dec '14 1385 4
What is shift inflex Vinod 12th Dec '17 1369 2
Resource and Planning Analyst Interview Robert 13th Sep '17 1335 3
Call Centre Competition Anon 13th Nov '13 1332 2
Measuring RPH Anon 15th Dec '13 1312 5
Maintaining the roster Srikanth 14th Dec '11 1299 4
Team Meetings and Briefings Anon 20th Nov '13 1287 4
Per Interval Reporting BI 4th Sep '17 1285 2
Organising Work Force Management Teams mark 25th Nov '10 1262 5
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1253 6
How many seconds is 6 rings? lucy 15th May '18 1167 3
Call Center Calculations Anon 28th Jan '14 1046 2
Forecasting Estimate needed Mike 10th Nov '17 1025 4
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 1019 4
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 978 3
Predicting Abandoned Calls Anon 11th Jun '14 910 4
24/7 Shift Rota tefkros 30th Sep '15 887 3
Lost Calls Statistics tunner13 14th Aug '10 870 4
Assessment Test for Resource Planning Analyst james 18th Feb '19 852 2
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 834 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 822 2
Call Volume Forecasting Margin of Error German 8th Nov '17 821 2
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 758 2
Cisco/Calabrio WFM Issues Anon 10th Mar '16 733 4
Adding shrinkage to workload FTE Anon 7th Mar '16 730 2
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 723 3
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 718 6
Forecasting Call Volume Karen 4th Jan '18 713 4
Resource Model Calculation Anon 9th Sep '15 703 4
Forecasting Model in Excel shahan 9th Feb '18 700 2
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 699 2
Call and AHT Profiling Anon 28th Oct '14 688 2
Blended Call Center FTE Anon 28th Feb '14 686 3
Inbound w/Outbound Calls Anon 1st Jun '15 665 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 656 2
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 654 3
Training for Resource Planning SDR1010 2nd Feb '18 643 3
FTE Calculation at a monthly Patrice 13th Sep '18 639 9
Forecasting Template Download Jennifer 29th Jun '17 616 2
Weekly long term forecast Jr 1st Nov '17 613 4
Is there a benckmark for 'Hold Time'... Dave 2nd Oct '17 604 2
Blue Pumpkin What If Mode Anon 6th Nov '14 603 5
Excel and VBA courses AndrewTh 12th Mar '15 603 3
Webchat forecasting Anon 4th Jun '15 590 5
How many FTE Required daily basis Vinod 28th Oct '17 588 2
WFM Objectives Anon 28th Apr '16 577 4
Cost of a good IVR load testing service? Anon 18th Apr '14 573 5
Actual staffed agents data Anon 30th Aug '14 565 2
relationship of shrinkage and phone occupancy Marge 6th Jun '18 565 3
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 544 6
Suggestions for forecasting monthly FTE requirements for specific day/intervals wfpbris82 20th Apr '18 544 3
Weekly Forecast Abhishek 21st Aug '17 541 2
AHT New Trend mohamed 8th Nov '17 532 2
Erlang model equivalent for service centre lzkl 20th Oct '17 512 3
how to calculate the "recallers" rate seb 26th Jun '18 512 3
Impact 360 Calendar in Outlook Anon 23rd Mar '15 509 3
How many FTE required for 24 hours Vinod 12th Dec '17 503 2
How many FTE Required for aer day (Need answer urgently) Vinod 27th Oct '17 498 4
Web chat only forecasting Joe 9th Aug '17 494 2
Agent Utilization Kerwin 12th Mar '18 489 4
Avaya WFM - Breaks are planned @ the same time Jai 31st Oct '17 478 2
forecast vs actual Anon 21st Sep '15 453 5
Erlang Calculator Service Level is Zero Anon 16th Nov '15 452 2
agents needed Anon 24th Feb '16 449 4
Planning for Productivity Anon 27th Mar '14 448 3
Penalising agents on adherence if they logon early NickyS 10th Nov '10 447 3
Managing Your Emotions with Aggressive Customers Simon 3rd Mar '17 446 4
pattern by Month! arabei 24th Mar '12 443 4
Intraday forecasting paul 22nd Feb '18 438 2
Building A Resource Plan Anon 9th Dec '15 426 2
Annulised hours Dannyt83 15th Jan '18 418 2
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 409 4
Teleopti users Dannyt83 17th Jan '18 407 4
Time Off Policy - Vacation Planning Harry 11th Sep '18 401 2
Planning Phone/Email team JamieP 28th Jan '15 396 4
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