| Subject |
Author |
Created |
Views |
Posts |
|
Actual Required FTE Calculation
|
Anon |
8th Jan '15 |
23103 |
18 |
|
Acceptable Waiting Time?
|
rikuslouw |
22nd Jan '10 |
13784 |
16 |
|
Best Forecasting Method
|
Anon |
6th May '14 |
7958 |
6 |
|
How to calculate FTE requirements on a monthly level
|
Anon |
3rd Apr '13 |
7126 |
5 |
|
Verint Impact 360 Manual
|
Anon |
6th May '16 |
7119 |
3 |
|
Backoffice FTE Caculation
|
Anon |
13th May '16 |
3865 |
10 |
|
Proactive Chat Staffing Calculation
|
Anon |
23rd Oct '14 |
3513 |
15 |
|
Forecast Accuracy Targets
|
Anon |
6th May '14 |
3060 |
4 |
|
Shrinkage Calculation
|
Anon |
17th Jun '15 |
2986 |
3 |
|
Shrinkage and Absenteeism
|
Anon |
18th Feb '16 |
2913 |
2 |
|
Forecast Average Speed of Answer
|
V |
1st Sep '17 |
2518 |
6 |
|
required FTE calculation (non-voice)
|
Anon |
15th Nov '14 |
2369 |
4 |
|
Free Auto Scheduling Tools
|
Anon |
20th Aug '15 |
2144 |
8 |
|
Verint Impact 360 error messge
|
Anon |
10th Mar '16 |
2068 |
3 |
|
FTE Calculation for Chat
|
Floyd |
10th Sep '17 |
2056 |
2 |
|
Forecasting Abandoned Calls
|
Laura |
26th Jan '16 |
1941 |
18 |
|
Staff Calculation For Outbound Team
|
Anon |
19th Feb '15 |
1845 |
3 |
|
Aspiring Workforce Analyst
|
Anon |
6th Aug '14 |
1841 |
4 |
|
FTE CALCULATION
|
sarfaraz |
25th Dec '17 |
1777 |
2 |
|
Accurate forecasting
|
subfuze |
18th Jul '12 |
1456 |
4 |
|
Types of inbound calls
|
Anon |
3rd Feb '15 |
1435 |
4 |
|
FTE calculation for back office account
|
Anon |
24th Sep '14 |
1425 |
5 |
|
Time Back for Advisors stuck on calls?
|
Anon |
27th Jun '14 |
1372 |
8 |
|
Changing the Interval on a Report in Avaya
|
Rachel |
18th Jan '18 |
1372 |
4 |
|
New to resource planning
|
Anon |
11th Dec '14 |
1323 |
4 |
|
Call Centre Competition
|
Anon |
13th Nov '13 |
1316 |
2 |
|
Maintaining the roster
|
Srikanth |
14th Dec '11 |
1292 |
4 |
|
Organising Work Force Management Teams
|
mark |
25th Nov '10 |
1252 |
5 |
|
Measuring RPH
|
Anon |
15th Dec '13 |
1229 |
5 |
|
Team Meetings and Briefings
|
Anon |
20th Nov '13 |
1224 |
4 |
|
Per Interval Reporting
|
BI |
4th Sep '17 |
1213 |
2 |
|
What is shift inflex
|
Vinod |
12th Dec '17 |
1206 |
2 |
|
Call Center Headcount Ratios
|
Zachary |
30th May '17 |
1176 |
4 |
|
Calls Answered within SLA - Calculation
|
PeterPan |
18th Aug '10 |
1151 |
6 |
|
Resource and Planning Analyst Interview
|
Robert |
13th Sep '17 |
1150 |
3 |
|
Call Center Calculations
|
Anon |
28th Jan '14 |
1036 |
2 |
|
Forecasting Estimate needed
|
Mike |
10th Nov '17 |
1014 |
4 |
|
Repeating calendar months or months where the first day starts on the same day
|
James |
1st Nov '17 |
1013 |
4 |
|
FTE calculation
|
Rick |
2nd Dec '17 |
936 |
3 |
|
Lost Calls Statistics
|
tunner13 |
14th Aug '10 |
866 |
4 |
|
24/7 Shift Rota
|
tefkros |
30th Sep '15 |
853 |
3 |
|
Forecast Accuracy
|
kerrieb85 |
28th Mar '11 |
820 |
2 |
|
Call Volume Forecasting Margin of Error
|
German |
8th Nov '17 |
766 |
2 |
|
How to do Capacity Planning for next 9 weeks (Very Urgent)
|
Vinod |
26th Oct '17 |
753 |
2 |
|
How many seconds is 6 rings?
|
lucy |
15th May '18 |
737 |
3 |
|
Multi-Channel contact center staffing and Occupancy (from Erlang-C)
|
Anon |
3rd May '16 |
715 |
3 |
|
Cisco/Calabrio WFM Issues
|
Anon |
10th Mar '16 |
713 |
4 |
|
Resource Model Calculation
|
Anon |
9th Sep '15 |
689 |
4 |
|
Forecasting volumes before and after specific holiday dates / events
|
Anon |
26th Feb '16 |
675 |
6 |
|
Blended Call Center FTE
|
Anon |
28th Feb '14 |
668 |
3 |
|
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)?
|
Hoi Choy Gee |
21st Sep '17 |
666 |
2 |
|
Call and AHT Profiling
|
Anon |
28th Oct '14 |
665 |
2 |
|
Forecasting Call Volume
|
Karen |
4th Jan '18 |
665 |
4 |
|
Adding shrinkage to workload FTE
|
Anon |
7th Mar '16 |
651 |
2 |
|
calculating required staff for an estimated 15% increase in call volume
|
Anon |
21st Jul '15 |
645 |
3 |
|
Inbound w/Outbound Calls
|
Anon |
1st Jun '15 |
638 |
3 |
|
Weekly long term forecast
|
Jr |
1st Nov '17 |
603 |
4 |
|
Calculating a Monthly or weekly FTE requirement considering service level
|
Sharee |
13th Mar '18 |
599 |
2 |
|
Is there a benckmark for 'Hold Time'...
|
Dave |
2nd Oct '17 |
597 |
2 |
|
How to calculate FTE to handle chat volume
|
Eduardo |
31st Oct '17 |
597 |
2 |
|
Excel and VBA courses
|
AndrewTh |
12th Mar '15 |
595 |
3 |
|
Training for Resource Planning
|
SDR1010 |
2nd Feb '18 |
591 |
3 |
|
How many FTE Required daily basis
|
Vinod |
28th Oct '17 |
581 |
2 |
|
Webchat forecasting
|
Anon |
4th Jun '15 |
572 |
5 |
|
Forecasting Model in Excel
|
shahan |
9th Feb '18 |
572 |
2 |
|
Blue Pumpkin What If Mode
|
Anon |
6th Nov '14 |
568 |
5 |
|
Actual staffed agents data
|
Anon |
30th Aug '14 |
560 |
2 |
|
WFM Objectives
|
Anon |
28th Apr '16 |
558 |
4 |
|
Forecasting Template Download
|
Jennifer |
29th Jun '17 |
544 |
2 |
|
Anyone know how much a good IVR load testing service costs?
|
Anon |
18th Apr '14 |
539 |
5 |
|
What % is calulated within Erlang c for availablilty?
|
Richard |
30th Oct '17 |
537 |
6 |
|
AHT New Trend
|
mohamed |
8th Nov '17 |
516 |
2 |
|
Erlang model equivalent for service centre
|
lzkl |
20th Oct '17 |
506 |
3 |
|
FTE Calculation at a monthly
|
Patrice |
13th Sep '18 |
506 |
9 |
|
Weekly Forecast
|
Abhishek |
21st Aug '17 |
502 |
2 |
|
how to calculate the "recallers" rate
|
seb |
26th Jun '18 |
502 |
3 |
|
How many FTE required for 24 hours
|
Vinod |
12th Dec '17 |
497 |
2 |
|
How many FTE Required for aer day (Need answer urgently)
|
Vinod |
27th Oct '17 |
490 |
4 |
|
Impact 360 Calendar in Outlook
|
Anon |
23rd Mar '15 |
481 |
3 |
|
Avaya WFM - Breaks are planned @ the same time
|
Jai |
31st Oct '17 |
472 |
2 |
|
relationship of shrinkage and phone occupancy
|
Marge |
6th Jun '18 |
460 |
3 |
|
forecast vs actual
|
Anon |
21st Sep '15 |
446 |
5 |
|
Planning for Productivity
|
Anon |
27th Mar '14 |
444 |
3 |
|
Erlang Calculator
|
Anon |
16th Nov '15 |
444 |
2 |
|
Penalising agents on adherence if they logon early
|
NickyS |
10th Nov '10 |
442 |
3 |
|
agents needed
|
Anon |
24th Feb '16 |
442 |
4 |
|
Web chat only forecasting
|
Joe |
9th Aug '17 |
442 |
2 |
|
pattern by Month!
|
arabei |
24th Mar '12 |
440 |
4 |
|
Suggestions for forecasting monthly FTE requirements for specific day/intervals
|
wfpbris82 |
20th Apr '18 |
440 |
3 |
|
Genesys WFM
|
Anon |
21st Apr '16 |
439 |
2 |
|
Annulised hours
|
Dannyt83 |
15th Jan '18 |
408 |
2 |
|
Abandoned Calls
|
Anon |
11th Jun '14 |
405 |
3 |
|
Building A Resource Plan
|
Anon |
9th Dec '15 |
401 |
2 |
|
Teleopti users
|
Dannyt83 |
17th Jan '18 |
400 |
4 |
|
Planning Phone/Email team
|
JamieP |
28th Jan '15 |
392 |
4 |
|
Time Off Policy - Vacation Planning
|
Harry |
11th Sep '18 |
390 |
2 |
|
How do I get the right FTE requirements for teams that will overflow calls between each other?
|
Resul |
3rd Jan '18 |
387 |
2 |
|
Scheduling Team Managers
|
mikeh |
4th Jul '14 |
381 |
3 |
|
Resource planning open surgeries
|
Dannyt83 |
5th Jan '18 |
381 |
2 |
|
Opening script after a csr receives a call from customer who is in queue for a long time
|
Rekha |
28th Jul '16 |
380 |
4 |
|
|
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