Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 28082 20
Acceptable Waiting Time? rikuslouw 22nd Jan '10 15173 16
Best Forecasting Method Anon 6th May '14 8172 6
Verint Impact 360 Manual Anon 6th May '16 7546 3
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 7273 5
Backoffice FTE Caculation Anon 13th May '16 4472 11
Proactive Chat Staffing Calculation Anon 23rd Oct '14 3649 15
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3139 3
Shrinkage and Absenteeism Anon 18th Feb '16 3136 2
Forecast Accuracy Targets Anon 6th May '14 3132 4
Forecast Average Speed of Answer V 1st Sep '17 2930 6
FTE Calculation for Chat Floyd 10th Sep '17 2872 2
Free Auto Scheduling Tools Anon 20th Aug '15 2826 8
required FTE calculation (non-voice) Anon 15th Nov '14 2698 4
Verint Impact 360 error messge Anon 10th Mar '16 2469 3
Forecasting Abandoned Calls Laura 26th Jan '16 2240 19
FTE Calulation per Month per Day sarfaraz 25th Dec '17 2220 2
Staff Calculation For Outbound Team Anon 19th Feb '15 2171 3
Aspiring Workforce Analyst Anon 6th Aug '14 2035 4
How many seconds is 6 rings? lucy 15th May '18 1665 3
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 1643 4
Call Center Headcount Ratios Zachary 30th May '17 1575 4
What is shift inflex Vinod 12th Dec '17 1567 2
Resource and Planning Analyst Interview Robert 13th Sep '17 1512 3
Types of inbound calls Anon 3rd Feb '15 1511 4
FTE calculation for back office account Anon 24th Sep '14 1497 5
Accurate forecasting subfuze 18th Jul '12 1478 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1457 8
New to resource planning Anon 11th Dec '14 1444 4
FTE Calculation at a monthly Patrice 13th Sep '18 1409 11
Measuring RPH Anon 15th Dec '13 1397 5
Per Interval Reporting BI 4th Sep '17 1357 2
Call Centre Competition Anon 13th Nov '13 1342 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1331 6
Team Meetings and Briefings Anon 20th Nov '13 1323 4
Maintaining the roster Srikanth 14th Dec '11 1315 4
Organising Work Force Management Teams mark 25th Nov '10 1268 5
Call Center Calculations Anon 28th Jan '14 1060 2
Forecasting Estimate needed Mike 10th Nov '17 1037 4
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 1031 4
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1019 3
24/7 Shift Rota tefkros 30th Sep '15 935 3
Predicting Abandoned Calls Anon 11th Jun '14 918 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 881 2
Assessment Test for Resource Planning Analyst james 18th Feb '19 876 2
Lost Calls Statistics tunner13 14th Aug '10 875 4
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 849 2
Call Volume Forecasting Margin of Error German 8th Nov '17 844 2
Best Forecast Accuracy Calculation kerrieb85 28th Mar '11 839 2
Adding shrinkage to workload FTE Anon 7th Mar '16 823 2
Forecasting Model in Excel shahan 9th Feb '18 813 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 757 6
Cisco/Calabrio WFM Issues Anon 10th Mar '16 752 4
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 748 2
Forecasting Call Volume Karen 4th Jan '18 742 4
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 737 3
Resource Model Calculation Anon 9th Sep '15 719 4
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 707 2
Call and AHT Profiling Anon 28th Oct '14 705 2
Blended Call Center FTE Anon 28th Feb '14 700 3
Inbound w/Outbound Calls Anon 1st Jun '15 681 3
relationship of shrinkage and phone occupancy Marge 6th Jun '18 678 3
Training for Resource Planning SDR1010 2nd Feb '18 672 3
Forecasting Template Download Jennifer 29th Jun '17 671 2
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 666 3
Blue Pumpkin What If Mode Anon 6th Nov '14 632 5
Weekly long term forecast Jr 1st Nov '17 626 4
Suggestions for forecasting monthly FTE requirements for specific day/intervals wfpbris82 20th Apr '18 623 3
Is there a benckmark for 'Hold Time'... Dave 2nd Oct '17 616 2
Excel and VBA courses AndrewTh 12th Mar '15 610 3
Webchat forecasting Anon 4th Jun '15 610 5
How many FTE Required daily basis Vinod 28th Oct '17 600 2
Cost of a good IVR load testing service? Anon 18th Apr '14 596 5
WFM Objectives Anon 28th Apr '16 592 4
Agent Utilization Kerwin 12th Mar '18 581 4
Weekly Forecast Abhishek 21st Aug '17 576 2
Actual staffed agents data Anon 30th Aug '14 570 2
AHT New Trend mohamed 8th Nov '17 562 2
Weekly FTE / Cap Plan / Reduced Op Hours Leisha 6th Apr '19 556 4
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 550 6
Question about non voice scheduling with ERLANGC calculator Li 25th Mar '19 545 2
Impact 360 Calendar in Outlook Anon 23rd Mar '15 533 3
Web chat only forecasting Joe 9th Aug '17 533 2
how to calculate the "recallers" rate seb 26th Jun '18 523 3
Erlang model equivalent for service centre lzkl 20th Oct '17 522 3
How many FTE required for 24 hours Vinod 12th Dec '17 515 2
How many FTE Required for aer day (Need answer urgently) Vinod 27th Oct '17 512 4
Managing Your Emotions with Aggressive Customers Simon 3rd Mar '17 494 4
Avaya WFM - Breaks are planned @ the same time Jai 31st Oct '17 486 2
Intraday forecasting paul 22nd Feb '18 474 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 473 2
forecast vs actual Anon 21st Sep '15 466 5
FTE requirements for back office Pete 23rd May '18 460 4
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 459 4
Erlang Calculator Service Level is Zero Anon 16th Nov '15 457 2
Building A Resource Plan Anon 9th Dec '15 457 2
agents needed Anon 24th Feb '16 457 4
Planning for Productivity Anon 27th Mar '14 456 3
Penalising agents on adherence if they logon early NickyS 10th Nov '10 454 3
pattern by Month! arabei 24th Mar '12 448 4
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