Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
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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