Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 46631 20
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 22235 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11445 8
Best Forecasting Method Anon 6th May '14 8520 6
Backoffice FTE Caculation Anon 13th May '16 7470 12
FTE Calculation for Chat Floyd 10th Sep '17 5648 4
required FTE calculation (non-voice) Anon 15th Nov '14 5469 8
Free Auto Scheduling Tools Anon 20th Aug '15 4572 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 4336 15
How many seconds is 6 rings? lucy 15th May '18 4175 3
Forecast Average Speed of Answer V 1st Sep '17 3876 6
Shrinkage and Absenteeism Anon 18th Feb '16 3570 2
What is shift inflex Vinod 12th Dec '17 3414 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 3374 2
Resource Planning - Agent Shifts Michelle 18th Oct '19 3333 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3318 3
Forecast Accuracy Targets Anon 6th May '14 3271 4
Service Level Calculation Paul 14th Oct '19 3209 6
FTE Calculation at a monthly Patrice 13th Sep '18 3062 11
Forecasting Abandoned Calls Laura 26th Jan '16 3037 19
FTE Calulation per Month per Day sarfaraz 25th Dec '17 2996 2
Staff Calculation For Outbound Team Anon 19th Feb '15 2786 3
Weekly Staff Requirement Jay 29th Oct '19 2610 2
Aspiring Workforce Analyst Anon 6th Aug '14 2550 3
Scheduling Template Chaen 28th Jun '19 2462 3
Call Center Headcount Ratios Zachary 30th May '17 2326 4
Resource and Planning Analyst Interview Robert 13th Sep '17 2316 3
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2226 2
Kpi- Conformance Emma 4th Oct '19 2207 2
Forecasting Issue Multi Channel James 19th Nov '19 2174 6
Adding shrinkage to workload FTE Anon 7th Mar '16 2083 3
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2067 4
Measuring RPH Anon 15th Dec '13 1754 5
Types of inbound calls Anon 3rd Feb '15 1732 4
Per Interval Reporting BI 4th Sep '17 1714 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1711 6
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1693 3
FTE calculation for back office account Anon 24th Sep '14 1660 5
New to resource planning- analyst Anon 11th Dec '14 1658 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1625 8
New Contact Centre with No Resource Planning Emily 13th Sep '19 1611 3
Accurate forecasting subfuze 18th Jul '12 1538 4
WFM analysts to staff ratio Suzanne 3rd Oct '19 1538 2
Team Meetings and Briefings Anon 20th Nov '13 1466 4
Back office interval wise FTE calculation gurpreet 16th Nov '19 1455 2
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 1452 2
Absence levels in Call Centres Mike 1st Oct '19 1424 3
Call Centre Competition Anon 13th Nov '13 1401 2
Maintaining the roster Srikanth 14th Dec '11 1383 4
Organising Work Force Management Teams mark 25th Nov '10 1307 5
relationship of shrinkage and phone occupancy Marge 6th Jun '18 1275 3
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1265 3
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1262 2
How to plan Contact Centre Capacity Nabih 13th Feb '20 1262 4
What does modern resource planning look like? Dan 24th Jun '19 1247 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1221 2
Repeating calendar months or months with same start day James 1st Nov '17 1183 4
Call Center Calculations Anon 28th Jan '14 1123 2
Forecasting Model in Excel shahan 9th Feb '18 1119 2
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1106 4
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1103 2
Forecasting Estimate needed Mike 10th Nov '17 1093 4
Assessment Test for Resource Planning Analyst james 18th Feb '19 1093 2
24/7 Shift Rota tefkros 30th Sep '15 1088 3
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 1078 2
Agent Utilization Kerwin 12th Mar '18 1052 4
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1007 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1003 2
Call Volume Forecasting Margin of Error German 8th Nov '17 997 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 978 6
Hand overs between planning functions Umer 28th Aug '19 976 3
Predicting Abandoned Calls Anon 11th Jun '14 973 4
permanent v Casual staffing ratio A 27th May '19 966 3
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 965 2
Lost Calls Statistics tunner13 14th Aug '10 915 4
Forecasting Call Volume Karen 4th Jan '18 901 4
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 890 2
Multiskill forecasting - Erlang X George 15th Apr '18 888 4
Capping Erlangs Duncan 13th Sep '19 888 2
Staff needed in a month Alejandro 30th Jul '19 869 2
FTE requirements for back office Pete 23rd May '18 864 4
Calculate Monthly HC Based on ASA Igor 4th Mar '20 860 4
Training for Resource Planning SDR1010 2nd Feb '18 859 3
Calculating required FTE for Email Pete 19th Sep '18 838 4
Resource Model Calculation Anon 9th Sep '15 835 4
Opening script for long wait times Rekha 28th Jul '16 829 4
Call and AHT Profiling Anon 28th Oct '14 829 2
Forecasting Template Download Jennifer 29th Jun '17 828 2
Head Count calculation ِAhmed 18th Jun '19 827 5
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 818 3
Headcount calculation Lauren 20th Jan '20 816 2
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 805 4
Inbound w/Outbound Calls Anon 1st Jun '15 790 3
Blended Call Center FTE Anon 28th Feb '14 786 3
Resource modelling for Blended (Inbound & Outbound) contact centre Chris 19th Sep '19 767 2
Webchat forecasting Anon 4th Jun '15 759 5
Weekly Forecast Abhishek 21st Aug '17 753 2
FTE calculation for month totaling 147 hrs Mritunjoy 11th Jun '19 746 3
Webchat and Website Traffic Felix 18th Jul '19 720 2
Does anybody have an example for capacity planning model for Live Chat? Justin 25th Feb '20 716 5
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