Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 50050 20
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 22535 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11570 8
Best Forecasting Method Anon 6th May '14 8582 6
Backoffice FTE Caculation Anon 13th May '16 7950 13
required FTE calculation (non-voice) Anon 15th Nov '14 6939 12
FTE Calculation for Chat Floyd 10th Sep '17 6392 4
Free Auto Scheduling Tools Anon 20th Aug '15 5109 8
How many seconds is 6 rings? lucy 15th May '18 4946 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 4558 15
Forecast Average Speed of Answer V 1st Sep '17 4169 6
Shrinkage and Absenteeism Anon 18th Feb '16 3636 2
What is shift inflex Vinod 12th Dec '17 3618 3
FTE Calculation at a monthly Patrice 13th Sep '18 3536 11
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 3489 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3360 3
Resource Planning - Agent Shifts Michelle 18th Oct '19 3352 2
Forecast Accuracy Targets Anon 6th May '14 3296 4
Service Level Calculation Paul 14th Oct '19 3227 6
Forecasting Abandoned Calls Laura 26th Jan '16 3207 19
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3167 2
Staff Calculation For Outbound Team Anon 19th Feb '15 2876 3
Weekly Staff Requirement Jay 29th Oct '19 2632 2
Aspiring Workforce Analyst Anon 6th Aug '14 2626 3
Call Center Headcount Ratios Zachary 30th May '17 2554 4
Scheduling Template Chaen 28th Jun '19 2518 3
Resource and Planning Analyst Interview Robert 13th Sep '17 2422 3
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2302 2
Forecasting Issue Multi Channel James 19th Nov '19 2236 6
Kpi- Conformance Emma 4th Oct '19 2222 2
Adding shrinkage to workload FTE Anon 7th Mar '16 2191 3
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2090 4
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 1966 2
Measuring RPH Anon 15th Dec '13 1890 5
Per Interval Reporting BI 4th Sep '17 1825 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1797 6
Types of inbound calls Anon 3rd Feb '15 1776 4
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1724 3
FTE calculation for back office account Anon 24th Sep '14 1709 5
New to resource planning- analyst Anon 11th Dec '14 1684 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1663 8
New Contact Centre with No Resource Planning Emily 13th Sep '19 1626 3
WFM analysts to staff ratio Suzanne 3rd Oct '19 1610 2
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1568 3
Accurate forecasting subfuze 18th Jul '12 1554 4
Back office interval wise FTE calculation gurpreet 16th Nov '19 1509 2
Team Meetings and Briefings Anon 20th Nov '13 1500 4
Absence levels in Call Centres Mike 1st Oct '19 1480 3
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 1469 2
relationship of shrinkage and phone occupancy Marge 6th Jun '18 1453 3
Call Centre Competition Anon 13th Nov '13 1417 2
Maintaining the roster Srikanth 14th Dec '11 1399 4
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1377 3
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1369 2
Organising Work Force Management Teams mark 25th Nov '10 1317 5
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1298 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1296 2
How to plan Contact Centre Capacity Nabih 13th Feb '20 1280 4
Repeating calendar months or months with same start day James 1st Nov '17 1265 4
What does modern resource planning look like? Dan 24th Jun '19 1262 2
Forecasting Model in Excel shahan 9th Feb '18 1163 2
Call Center Calculations Anon 28th Jan '14 1138 2
Agent Utilization Kerwin 12th Mar '18 1137 4
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1135 4
24/7 Shift Rota tefkros 30th Sep '15 1123 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1123 2
Assessment Test for Resource Planning Analyst james 18th Feb '19 1113 2
Forecasting Estimate needed Mike 10th Nov '17 1104 4
Opening script for long wait times Rekha 28th Jul '16 1102 4
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1053 3
Call Volume Forecasting Margin of Error German 8th Nov '17 1034 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 1027 6
Multiskill forecasting - Erlang X George 15th Apr '18 1013 4
Calculating required FTE for Email Pete 19th Sep '18 1000 4
Hand overs between planning functions Umer 28th Aug '19 986 3
Predicting Abandoned Calls Anon 11th Jun '14 983 4
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 977 4
permanent v Casual staffing ratio A 27th May '19 975 3
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 974 2
FTE requirements for back office Pete 23rd May '18 963 4
Forecasting Call Volume Karen 4th Jan '18 933 4
Lost Calls Statistics tunner13 14th Aug '10 926 4
Capping Erlangs Duncan 13th Sep '19 908 2
Training for Resource Planning SDR1010 2nd Feb '18 904 3
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 899 2
Calculate Monthly HC Based on ASA Igor 4th Mar '20 897 4
Staff needed in a month Alejandro 30th Jul '19 879 2
Head Count calculation ِAhmed 18th Jun '19 874 5
Resource Model Calculation Anon 9th Sep '15 868 4
Forecasting Template Download Jennifer 29th Jun '17 857 2
Call and AHT Profiling Anon 28th Oct '14 854 2
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 838 3
Headcount calculation Lauren 20th Jan '20 837 2
Blended Call Center FTE Anon 28th Feb '14 817 3
Inbound w/Outbound Calls Anon 1st Jun '15 814 3
Webchat forecasting Anon 4th Jun '15 800 5
Weekly Forecast Abhishek 21st Aug '17 797 2
FTE calculation for month totaling 147 hrs Mritunjoy 11th Jun '19 784 3
Resource modelling for Blended (Inbound & Outbound) contact centre Chris 19th Sep '19 781 2
Get handling in minutes for a specific number of FTE Bruce 9th Apr '20 744 2
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