Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 63765 22
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 28888 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11846 8
Backoffice FTE Calculation Anon 13th May '16 10542 16
Best Forecasting Method Anon 6th May '14 8686 6
FTE Calculation for Chat Floyd 10th Sep '17 7764 4
required FTE calculation (non-voice) Anon 15th Nov '14 7488 12
How many seconds is 6 rings? lucy 15th May '18 6717 3
Free Auto Scheduling Tools Anon 20th Aug '15 6268 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 5549 15
FTE requirements to cover all opening hours Dave 21st Oct '20 4940 3
Monthly Erlang Calc Scott 23rd Oct '20 4740 3
Forecast Average Speed of Answer V 1st Sep '17 4724 6
FTE Calculation at a monthly Patrice 13th Sep '18 4345 11
Erlang FTE's with days off in a 7 day/12 hours a day operation Eric 24th Oct '20 4292 2
What is shift inflex Vinod 12th Dec '17 4056 3
Planned Shrinkage for Full Time & Part Time Staff Rob 22nd Nov '20 3898 2
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 3880 2
Shrinkage and Absenteeism Anon 18th Feb '16 3796 2
Forecasting Abandoned Calls Laura 26th Jan '16 3526 19
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3436 3
How to measure your WFM team KPI's? Cesar 20th Oct '20 3420 3
Resource Planning - Agent Shifts Michelle 18th Oct '19 3401 2
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3400 2
Forecast Accuracy Targets Anon 6th May '14 3344 4
Service Level Calculation Paul 14th Oct '19 3274 6
Staff Calculation For Outbound Team Anon 19th Feb '15 3053 3
Call Center Headcount Ratios Zachary 30th May '17 2909 4
Calculation of answered calls for a specific nb of agents Suzanne 26th Nov '20 2833 2
Aspiring Workforce Analyst Anon 6th Aug '14 2816 3
Resource and Planning Analyst Interview Robert 13th Sep '17 2812 3
How to Forecast Demand in the Contact Centre - for emails. Danny 19th Oct '20 2746 2
Weekly Staff Requirement Jay 29th Oct '19 2667 2
Scheduling Template Chaen 28th Jun '19 2606 3
Does any one have schedule adherence excel template Meg 28th Sep '20 2523 2
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2486 4
Forecast for outbound sales project Ângela 14th Oct '20 2469 2
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2446 2
Adding shrinkage to workload FTE Anon 7th Mar '16 2427 3
Forecasting Issue Multi Channel James 19th Nov '19 2284 6
Kpi- Conformance Emma 4th Oct '19 2263 2
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2138 4
Measuring RPH Anon 15th Dec '13 2113 5
Per Interval Reporting BI 4th Sep '17 2044 2
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 2003 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 2002 6
Types of inbound calls Anon 3rd Feb '15 1865 4
WFM analysts to staff ratio Suzanne 3rd Oct '19 1840 2
relationship of shrinkage and phone occupancy Marge 6th Jun '18 1818 3
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1799 3
FTE calculation for back office account Anon 24th Sep '14 1797 5
Opening script for long wait times Rekha 28th Jul '16 1787 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1773 8
New to resource planning- analyst Anon 11th Dec '14 1732 4
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1707 2
New Contact Centre with No Resource Planning Emily 13th Sep '19 1661 3
Absence levels in Call Centres Mike 1st Oct '19 1646 3
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1619 3
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1604 3
Accurate forecasting subfuze 18th Jul '12 1593 4
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1562 2
Back office interval wise FTE calculation gurpreet 16th Nov '19 1551 2
Team Meetings and Briefings Anon 20th Nov '13 1546 4
Complaints Forecasting Jeevan 15th Sep '20 1546 2
Call Centre Competition Anon 13th Nov '13 1449 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1432 2
Maintaining the roster Srikanth 14th Dec '11 1429 4
Repeating calendar months or months with same start day James 1st Nov '17 1401 4
Calculating required FTE for Email Pete 19th Sep '18 1374 4
Organising Work Force Management Teams mark 25th Nov '10 1344 5
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1319 2
How to plan Contact Centre Capacity Nabih 13th Feb '20 1315 4
Agent Utilization Kerwin 12th Mar '18 1296 4
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1294 4
What does modern resource planning look like? Dan 24th Jun '19 1290 2
Forecasting Model in Excel shahan 9th Feb '18 1240 2
Part-Time ratio calculator Gigi 11th Sep '20 1233 2
24/7 Shift Rota tefkros 30th Sep '15 1213 3
Multiskill forecasting - Erlang X George 15th Apr '18 1206 4
FTE requirements for back office Pete 23rd May '18 1189 4
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1168 4
Call Center Calculations Anon 28th Jan '14 1166 2
Assessment Test for Resource Planning Analyst james 18th Feb '19 1165 2
Definition of FTE Needed Patrick Agustin 14th Sep '20 1164 2
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1159 3
SLA and Abandon Formulas in Erlang Carlos 7th Jul '20 1139 2
Forecasting Estimate needed Mike 10th Nov '17 1131 4
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 1130 6
Call Volume Forecasting Margin of Error German 8th Nov '17 1116 2
Resource requirement Calculation on Chat lloyd 3rd Jul '20 1048 2
Head Count calculation ِAhmed 18th Jun '19 1043 5
Hand overs between planning functions Umer 28th Aug '19 1013 3
Predicting Abandoned Calls Anon 11th Jun '14 1012 4
permanent v Casual staffing ratio A 27th May '19 1003 3
Average FTE required per financial sevice complaints Dawn 3rd Jul '19 1002 2
Forecasting Call Volume Karen 4th Jan '18 997 4
Training for Resource Planning SDR1010 2nd Feb '18 989 3
Calculate Monthly HC Based on ASA Igor 4th Mar '20 961 4
Lost Calls Statistics tunner13 14th Aug '10 957 4
Resource Model Calculation Anon 9th Sep '15 949 4
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