| 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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