Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 9148 8
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6312 5
Acceptable Waiting Time? rikuslouw 22nd Jan '10 6075 14
Best Forecasting Method Anon 6th May '14 5886 6
Verint Impact 360 Manual Anon 6th May '16 4215 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 2983 15
Backoffice FTE Caculation Anon 13th May '16 1840 6
Forecast Accuracy Targets Anon 6th May '14 1830 4
Shrinkage and Absenteeism Anon 18th Feb '16 1600 2
Accurate forecasting subfuze 18th Jul '12 1365 4
Forecast Average Speed of Answer V 1st Sep '17 1318 4
Shrinkage Calculation Anon 17th Jun '15 1306 3
Maintaining the roster Srikanth 14th Dec '11 1183 4
Organising Work Force Management Teams mark 25th Nov '10 1169 5
Call Centre Competition Anon 13th Nov '13 1125 2
Per Interval Reporting BI 4th Sep '17 999 2
FTE calculation for back office account Anon 24th Sep '14 998 4
Aspiring Workforce Analyst Anon 6th Aug '14 985 4
Call Center Calculations Anon 28th Jan '14 957 2
Verint Impact 360 error messge Anon 10th Mar '16 898 3
New to resource planning Anon 11th Dec '14 889 4
Types of inbound calls Anon 3rd Feb '15 885 4
Team Meetings and Briefings Anon 20th Nov '13 883 4
required FTE calculation (non-voice) Anon 15th Nov '14 879 2
Staff Calculation For Outbound Team Anon 19th Feb '15 831 3
Lost Calls Statistics tunner13 14th Aug '10 805 4
Forecasting Abandoned Calls Anon 26th Jan '16 685 9
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 601 3
Resource Model Calculation Anon 9th Sep '15 599 4
Forecasting Estimate needed Mike 10th Nov '17 595 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 585 8
Cisco/Calabrio WFM Issues Anon 10th Mar '16 566 4
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 542 3
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 540 6
Forecast Accuracy kerrieb85 28th Mar '11 536 2
Blended Call Center FTE Anon 28th Feb '14 522 3
FTE Calculation for Chat Floyd 10th Sep '17 521 2
Excel and VBA courses AndrewTh 12th Mar '15 512 3
Actual staffed agents data Anon 30th Aug '14 504 2
Measuring RPH Anon 15th Dec '13 499 5
24/7 Shift Rota tefkros 30th Sep '15 499 3
Inbound w/Outbound Calls Anon 1st Jun '15 492 3
Free Auto Scheduling Tools Anon 20th Aug '15 481 6
Call and AHT Profiling Anon 28th Oct '14 452 2
WFM Objectives Anon 28th Apr '16 437 4
pattern by Month! arabei 24th Mar '12 388 4
Planning for Productivity Anon 27th Mar '14 388 3
Penalising agents on adherence if they logon early NickyS 10th Nov '10 387 3
agents needed Anon 24th Feb '16 386 4
Erlang Calculator Anon 16th Nov '15 385 2
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 376 5
forecast vs actual Anon 21st Sep '15 367 5
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 364 6
Webchat forecasting Anon 4th Jun '15 363 5
Abandoned Calls Anon 11th Jun '14 348 3
Planning Phone/Email team JamieP 28th Jan '15 336 4
Scheduling Team Managers mikeh 4th Jul '14 314 3
Desirable Factor in WFM Anon 8th May '14 311 2
Planning to High AHT dssmith 22nd Dec '14 310 3
Blue Pumpkin What If Mode Anon 6th Nov '14 305 5
forecasting accuracy Coops 15th Feb '13 303 8
Impact 360 Calendar in Outlook Anon 23rd Mar '15 294 3
Resource and Planning Analyst Interview Robert 13th Sep '17 292 3
Building A Resource Plan Anon 9th Dec '15 286 2
Genesys WFM Anon 21st Apr '16 284 2
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 277 4
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 275 2
Forecasting Dilemna Anon 7th Apr '14 273 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 272 2
Software User Guides Anon 9th Jun '14 272 5
Maintaining schedule fairness Anon 18th Sep '15 251 2
Resource planning for email contacts Anon 24th Sep '14 249 2
Real Time Monitoring Tips Anon 6th Jul '15 245 3
Weekly Forecast Abhishek 21st Aug '17 241 2
Forecasting Template Download Jennifer 29th Jun '17 229 2
Call Volume Forecasting Margin of Error German 8th Nov '17 214 2
Back office staffing calculation Anon 21st Oct '15 211 2
Weekly long term forecast Jr 1st Nov '17 210 4
Staffing Per Half Hour Anon 19th Feb '14 208 2
Volume forecasting to specific day Anon 30th Mar '16 206 3
FTE Calculation Sunil 31st Aug '17 197 2
Predict Chat Volumes Anon 15th Oct '14 186 2
Forecasting mitesh 22nd Oct '10 184 19
SLA Recovery plan Anon 1st Feb '15 178 5
Call Center Headcount Ratios Zachary 30th May '17 171 4
Dynamic Schedules Anon 11th Nov '15 170 8
Real Time (Service Delivery) set up Anon 16th Sep '15 169 3
Web chat only forecasting Joe 9th Aug '17 169 2
Call Centre Helper Erlang Calculator and Forecasting applebyd 19th Sep '17 168 4
rosters query Anon 10th Sep '14 165 2
Calculating Available Hours based on different SLAs Anon 23rd Jan '15 164 2
FTE calculation Rick 2nd Dec '17 163 3
How many FTE Required daily basis Vinod 28th Oct '17 157 1
Normalising calls for forecasting FTE requirements Dorota 21st Sep '17 154 3
Changing Opening times Jr 1st Aug '17 152 2
Opening script after a csr receives a call from customer who is in queue for a long time Rekha 28th Jul '16 150 4
Adding shrinkage to workload FTE Anon 7th Mar '16 149 2
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 146 6
script for mortgage Rizwan 14th Nov '16 140 2
Shrinkage in IEX Jonathan 25th Sep '17 134 2
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