| Subject |
Author |
Created |
Views |
Posts |
|
Actual Required FTE Calculation
|
Anon |
8th Jan '15 |
76446 |
24 |
|
Industry Average- Acceptable Wait Time?
|
rikuslouw |
22nd Jan '10 |
36430 |
10 |
|
How to calculate FTE requirements on a monthly level
|
Anon |
3rd Apr '13 |
11969 |
8 |
|
Backoffice FTE Calculation
|
Anon |
13th May '16 |
10995 |
16 |
|
FTE Calculation for Chat
|
Floyd |
10th Sep '17 |
8932 |
4 |
|
Best Forecasting Method
|
Anon |
6th May '14 |
8759 |
6 |
|
How many seconds is 6 rings?
|
lucy |
15th May '18 |
7887 |
3 |
|
required FTE calculation (non-voice)
|
Anon |
15th Nov '14 |
7824 |
12 |
|
Free Auto Scheduling Tools
|
Anon |
20th Aug '15 |
6812 |
8 |
|
Proactive Chat Staffing Calculation
|
Anon |
23rd Oct '14 |
6530 |
15 |
|
FTE requirements to cover all opening hours
|
Dave |
21st Oct '20 |
5257 |
3 |
|
Forecast Average Speed of Answer
|
V |
1st Sep '17 |
5102 |
6 |
|
Monthly Erlang Calc
|
Scott |
23rd Oct '20 |
4811 |
3 |
|
FTE Calculation at a monthly
|
Patrice |
13th Sep '18 |
4790 |
11 |
|
Planned Shrinkage for Full Time & Part Time Staff
|
Rob |
22nd Nov '20 |
4574 |
2 |
|
Erlang FTE's with days off in a 7 day/12 hours a day operation
|
Eric |
24th Oct '20 |
4321 |
2 |
|
What is shift inflex
|
Vinod |
12th Dec '17 |
4299 |
3 |
|
Early warning system (EWS) or RAG analysis
|
Mithesh |
10th Nov '19 |
4215 |
2 |
|
Shrinkage and Absenteeism
|
Anon |
18th Feb '16 |
3852 |
2 |
|
Forecasting Abandoned Calls
|
Laura |
26th Jan '16 |
3730 |
19 |
|
relationship of shrinkage and phone occupancy
|
Marge |
6th Jun '18 |
3598 |
4 |
|
FTE Calulation per Month per Day
|
sarfaraz |
25th Dec '17 |
3493 |
2 |
|
Shrinkage Calculation with Leave Considerations
|
Anon |
17th Jun '15 |
3488 |
3 |
|
Calculation of answered calls for a specific nb of agents
|
Suzanne |
26th Nov '20 |
3454 |
2 |
|
How to measure your WFM team KPI's?
|
Cesar |
20th Oct '20 |
3451 |
3 |
|
Resource Planning - Agent Shifts
|
Michelle |
18th Oct '19 |
3426 |
2 |
|
Forecast Accuracy Targets
|
Anon |
6th May '14 |
3379 |
4 |
|
Service Level Calculation
|
Paul |
14th Oct '19 |
3319 |
6 |
|
Staff Calculation For Outbound Team
|
Anon |
19th Feb '15 |
3181 |
3 |
|
Call Center Headcount Ratios
|
Zachary |
30th May '17 |
3085 |
4 |
|
Forecast for outbound sales project
|
Ângela |
14th Oct '20 |
3073 |
2 |
|
Resource and Planning Analyst Interview
|
Robert |
13th Sep '17 |
3046 |
3 |
|
WFM scheduling
|
Kellye |
16th Mar '21 |
2968 |
2 |
|
WFM - Calculation Occupancy Chat/Email (mutilple slot same time)
|
Kien |
1st Mar '21 |
2960 |
4 |
|
Aspiring Workforce Analyst
|
Anon |
6th Aug '14 |
2899 |
3 |
|
Does any one have schedule adherence excel template
|
Meg |
28th Sep '20 |
2808 |
2 |
|
How to Forecast Demand in the Contact Centre - for emails.
|
Danny |
19th Oct '20 |
2776 |
2 |
|
Should Occupancy's HT include the "ready" time?
|
Javier |
12th May '21 |
2745 |
3 |
|
WFM/WFP Course
|
Dan |
29th Apr '21 |
2723 |
2 |
|
Weekly Staff Requirement
|
Jay |
29th Oct '19 |
2687 |
2 |
|
Scheduling Template
|
Chaen |
28th Jun '19 |
2672 |
3 |
|
How to consider the IVR time in the Erlang calculator
|
Javier |
23rd Apr '21 |
2668 |
8 |
|
Adding shrinkage to workload FTE
|
Anon |
7th Mar '16 |
2587 |
3 |
|
How do you define the Capacity Plan? What is its objective and purpose
|
mohit |
23rd Sep '19 |
2564 |
4 |
|
How to set Minimum Business Continuity Objective (MBCO)?
|
Hoi Choy Gee |
21st Sep '17 |
2525 |
2 |
|
Number of Agents 0 for incoming volume below 0.6
|
Robert |
13th Feb '21 |
2461 |
2 |
|
Forecasting Issue Multi Channel
|
James |
19th Nov '19 |
2315 |
6 |
|
Kpi- Conformance
|
Emma |
4th Oct '19 |
2306 |
2 |
|
Opening script for long wait times
|
Rekha |
28th Jul '16 |
2252 |
4 |
|
Measuring RPH
|
Anon |
15th Dec '13 |
2247 |
5 |
|
Poisson and Contact Centre Forecasts
|
Sarah |
9th Oct '19 |
2185 |
4 |
|
Per Interval Reporting
|
BI |
4th Sep '17 |
2138 |
2 |
|
Scheduling Lunches
|
Anthony |
24th Mar '21 |
2114 |
2 |
|
Calls Answered within SLA - Calculation
|
PeterPan |
18th Aug '10 |
2102 |
6 |
|
General Formula for Quick Estimates for Expanded Coverage
|
Ray |
24th Mar '20 |
2043 |
2 |
|
WFM analysts to staff ratio
|
Suzanne |
3rd Oct '19 |
2018 |
2 |
|
Segmenting data when calculating AHT, ATA
|
Javier |
7th May '21 |
1980 |
2 |
|
Erlang Formula for Incoming and Outgoing Calls
|
Manish |
25th May '18 |
1965 |
2 |
|
Types of inbound calls
|
Anon |
3rd Feb '15 |
1926 |
4 |
|
FTE calculation for back office account
|
Anon |
24th Sep '14 |
1861 |
5 |
|
Time Back for Advisors stuck on calls?
|
Anon |
27th Jun '14 |
1858 |
8 |
|
Comparing shrinkage and availability
|
Conor |
3rd Feb '21 |
1848 |
2 |
|
What is the industry standard target for Schedule Efficiency?
|
Natalie |
15th Jun '17 |
1833 |
3 |
|
Multi-skilled agents by language
|
Andy |
18th May '21 |
1791 |
2 |
|
New to resource planning- analyst
|
Anon |
11th Dec '14 |
1761 |
4 |
|
Absence levels in Call Centres
|
Mike |
1st Oct '19 |
1761 |
3 |
|
FTE calculation for Outbound and Inbound
|
Rick |
2nd Dec '17 |
1719 |
3 |
|
Calculating a Monthly or weekly FTE requirement considering service level
|
Sharee |
13th Mar '18 |
1690 |
2 |
|
New Contact Centre with No Resource Planning
|
Emily |
13th Sep '19 |
1685 |
3 |
|
Erlang Calculator - Calls across the week distribution
|
Angela |
13th Apr '21 |
1667 |
2 |
|
Calculating required FTE for Email
|
Pete |
19th Sep '18 |
1654 |
4 |
|
How do you deal with Christmas leave in a call centre?
|
Ian |
27th May '20 |
1642 |
3 |
|
Accurate forecasting
|
subfuze |
18th Jul '12 |
1626 |
4 |
|
How to calculate staffing for emails?
|
isa |
31st Jan '21 |
1614 |
2 |
|
Complaints Forecasting
|
Jeevan |
15th Sep '20 |
1585 |
2 |
|
Back office interval wise FTE calculation
|
gurpreet |
16th Nov '19 |
1581 |
2 |
|
Team Meetings and Briefings
|
Anon |
20th Nov '13 |
1570 |
4 |
|
FTE & Occupancy
|
James |
2nd Jun '21 |
1540 |
2 |
|
How to do Capacity Planning for next 9 weeks (Very Urgent)
|
Vinod |
26th Oct '17 |
1518 |
2 |
|
How to calculate FTE to handle chat volume
|
Eduardo |
31st Oct '17 |
1467 |
2 |
|
Call Centre Competition
|
Anon |
13th Nov '13 |
1464 |
2 |
|
Repeating calendar months or months with same start day
|
James |
1st Nov '17 |
1455 |
4 |
|
Maintaining the roster
|
Srikanth |
14th Dec '11 |
1453 |
4 |
|
Service Level Calculation in Erlang C Excel Calculator
|
Neil |
4th Sep '18 |
1412 |
4 |
|
Multiskill forecasting - Erlang X
|
George |
15th Apr '18 |
1387 |
4 |
|
FTE requirements for back office
|
Pete |
23rd May '18 |
1376 |
4 |
|
Manpower calculation
|
Seetha |
26th Apr '21 |
1372 |
2 |
|
Organising Work Force Management Teams
|
mark |
25th Nov '10 |
1364 |
5 |
|
Agent Utilization
|
Kerwin |
12th Mar '18 |
1359 |
4 |
|
How to plan Contact Centre Capacity
|
Nabih |
13th Feb '20 |
1344 |
4 |
|
What does modern resource planning look like?
|
Dan |
24th Jun '19 |
1310 |
2 |
|
Forecasting Model in Excel
|
shahan |
9th Feb '18 |
1294 |
2 |
|
24/7 Shift Rota
|
tefkros |
30th Sep '15 |
1272 |
3 |
|
Part-Time ratio calculator
|
Gigi |
11th Sep '20 |
1256 |
2 |
|
SLA and Abandon Formulas in Erlang
|
Carlos |
7th Jul '20 |
1248 |
2 |
|
Head Count calculation
|
ِAhmed |
18th Jun '19 |
1229 |
5 |
|
Specific day/intervals for forecasting monthly FTE requirements
|
wfpbris82 |
20th Apr '18 |
1203 |
3 |
|
Assessment Test for Resource Planning Analyst
|
james |
18th Feb '19 |
1196 |
2 |
|
Definition of FTE Needed
|
Patrick Agustin |
14th Sep '20 |
1195 |
2 |
|
Erlang Calculator Service Level is Zero
|
Anon |
16th Nov '15 |
1193 |
4 |
|
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