Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 20982 17
Acceptable Waiting Time? rikuslouw 22nd Jan '10 12948 16
Best Forecasting Method Anon 6th May '14 7455 6
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 7075 5
Verint Impact 360 Manual Anon 6th May '16 6898 3
Backoffice FTE Caculation Anon 13th May '16 3617 10
Proactive Chat Staffing Calculation Anon 23rd Oct '14 3472 15
Forecast Accuracy Targets Anon 6th May '14 3018 4
Shrinkage Calculation Anon 17th Jun '15 2793 3
Shrinkage and Absenteeism Anon 18th Feb '16 2760 2
Forecast Average Speed of Answer V 1st Sep '17 2304 6
required FTE calculation (non-voice) Anon 15th Nov '14 2172 4
Verint Impact 360 error messge Anon 10th Mar '16 1885 3
Free Auto Scheduling Tools Anon 20th Aug '15 1868 8
Forecasting Abandoned Calls Laura 26th Jan '16 1834 18
FTE Calculation for Chat Floyd 10th Sep '17 1774 2
Aspiring Workforce Analyst Anon 6th Aug '14 1772 4
Staff Calculation For Outbound Team Anon 19th Feb '15 1721 3
FTE CALCULATION sarfaraz 25th Dec '17 1454 2
Accurate forecasting subfuze 18th Jul '12 1449 4
FTE calculation for back office account Anon 24th Sep '14 1400 5
Types of inbound calls Anon 3rd Feb '15 1390 4
Call Centre Competition Anon 13th Nov '13 1299 2
Maintaining the roster Srikanth 14th Dec '11 1284 4
New to resource planning Anon 11th Dec '14 1266 4
Organising Work Force Management Teams mark 25th Nov '10 1245 5
Team Meetings and Briefings Anon 20th Nov '13 1194 4
Per Interval Reporting BI 4th Sep '17 1164 2
What is shift inflex Vinod 12th Dec '17 1081 2
Call Center Calculations Anon 28th Jan '14 1032 2
Resource and Planning Analyst Interview Robert 13th Sep '17 1029 3
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 1028 6
Call Center Headcount Ratios Zachary 30th May '17 1028 4
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 1006 4
Forecasting Estimate needed Mike 10th Nov '17 1004 4
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 1001 4
Measuring RPH Anon 15th Dec '13 970 5
Lost Calls Statistics tunner13 14th Aug '10 863 4
Time Back for Advisors stuck on calls? Anon 27th Jun '14 832 8
FTE calculation Rick 2nd Dec '17 830 3
24/7 Shift Rota tefkros 30th Sep '15 826 3
Forecast Accuracy kerrieb85 28th Mar '11 748 2
Call Volume Forecasting Margin of Error German 8th Nov '17 731 2
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 709 3
Cisco/Calabrio WFM Issues Anon 10th Mar '16 701 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 687 2
Resource Model Calculation Anon 9th Sep '15 682 4
Blended Call Center FTE Anon 28th Feb '14 661 3
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 653 2
Call and AHT Profiling Anon 28th Oct '14 645 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 637 6
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 635 3
Forecasting Call Volume Karen 4th Jan '18 631 4
Inbound w/Outbound Calls Anon 1st Jun '15 629 3
Is there a benckmark for 'Hold Time'... Dave 2nd Oct '17 594 2
Weekly long term forecast Jr 1st Nov '17 594 4
Excel and VBA courses AndrewTh 12th Mar '15 587 3
How many FTE Required daily basis Vinod 28th Oct '17 573 2
Training for Resource Planning SDR1010 2nd Feb '18 563 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 560 2
Actual staffed agents data Anon 30th Aug '14 557 2
Adding shrinkage to workload FTE Anon 7th Mar '16 557 2
Webchat forecasting Anon 4th Jun '15 555 5
WFM Objectives Anon 28th Apr '16 540 4
Blue Pumpkin What If Mode Anon 6th Nov '14 534 5
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 532 6
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 518 5
Forecasting Template Download Jennifer 29th Jun '17 504 2
AHT New Trend mohamed 8th Nov '17 502 2
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 500 2
Erlang model equivalent for service centre lzkl 20th Oct '17 499 3
How many FTE required for 24 hours Vinod 12th Dec '17 491 2
How many FTE Required for aer day (Need answer urgently) Vinod 27th Oct '17 483 4
Weekly Forecast Abhishek 21st Aug '17 476 2
Forecasting Model in Excel shahan 9th Feb '18 469 2
Avaya WFM - Breaks are planned @ the same time Jai 31st Oct '17 466 2
Impact 360 Calendar in Outlook Anon 23rd Mar '15 456 3
How many seconds is 6 rings? lucy 15th May '18 449 3
forecast vs actual Anon 21st Sep '15 443 5
Planning for Productivity Anon 27th Mar '14 442 3
Erlang Calculator Anon 16th Nov '15 440 2
Penalising agents on adherence if they logon early NickyS 10th Nov '10 439 3
agents needed Anon 24th Feb '16 439 4
pattern by Month! arabei 24th Mar '12 436 4
how to calculate the "recallers" rate seb 26th Jun '18 431 3
Genesys WFM Anon 21st Apr '16 418 2
Web chat only forecasting Joe 9th Aug '17 408 2
Annulised hours Dannyt83 15th Jan '18 403 2
Abandoned Calls Anon 11th Jun '14 402 3
Teleopti users Dannyt83 17th Jan '18 392 4
FTE Calculation at a monthly Patrice 13th Sep '18 390 9
Planning Phone/Email team JamieP 28th Jan '15 389 4
Building A Resource Plan Anon 9th Dec '15 387 2
How do I get the right FTE requirements for teams that will overflow calls between each other? Resul 3rd Jan '18 383 2
Resource planning open surgeries Dannyt83 5th Jan '18 377 2
Scheduling Team Managers mikeh 4th Jul '14 375 3
Suggestions for forecasting monthly FTE requirements for specific day/intervals wfpbris82 20th Apr '18 375 3
Desirable Factor in WFM Anon 8th May '14 361 2
Planning to High AHT dssmith 22nd Dec '14 358 3
How many total agents do I need? Jon 29th Mar '18 356 2
  More topics...