Resource Planning and Forecasting
Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 15990 14
Acceptable Waiting Time? rikuslouw 22nd Jan '10 10665 15
Best Forecasting Method Anon 6th May '14 7042 6
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 6847 5
Verint Impact 360 Manual Anon 6th May '16 6192 3
Proactive Chat Staffing Calculation Anon 23rd Oct '14 3302 15
Forecast Accuracy Targets Anon 6th May '14 2902 4
Backoffice FTE Caculation Anon 13th May '16 2646 6
Shrinkage and Absenteeism Anon 18th Feb '16 2282 2
Shrinkage Calculation Anon 17th Jun '15 2183 3
required FTE calculation (non-voice) Anon 15th Nov '14 1797 4
Forecast Average Speed of Answer V 1st Sep '17 1690 4
Forecasting Abandoned Calls Laura 26th Jan '16 1569 16
Aspiring Workforce Analyst Anon 6th Aug '14 1507 4
Verint Impact 360 error messge Anon 10th Mar '16 1427 3
Accurate forecasting subfuze 18th Jul '12 1425 4
Staff Calculation For Outbound Team Anon 19th Feb '15 1357 3
FTE calculation for back office account Anon 24th Sep '14 1322 5
Maintaining the roster Srikanth 14th Dec '11 1259 4
Call Centre Competition Anon 13th Nov '13 1251 2
Organising Work Force Management Teams mark 25th Nov '10 1215 5
Types of inbound calls Anon 3rd Feb '15 1196 4
FTE Calculation for Chat Floyd 10th Sep '17 1154 2
Free Auto Scheduling Tools Anon 20th Aug '15 1146 8
New to resource planning Anon 11th Dec '14 1139 4
Team Meetings and Briefings Anon 20th Nov '13 1091 4
Per Interval Reporting BI 4th Sep '17 1066 2
Call Center Calculations Anon 28th Jan '14 1005 2
Repeating calendar months or months where the first day starts on the same day James 1st Nov '17 974 4
Forecasting Estimate needed Mike 10th Nov '17 970 4
Lost Calls Statistics tunner13 14th Aug '10 837 4
FTE CALCULATION sarfaraz 25th Dec '17 796 2
Measuring RPH Anon 15th Dec '13 788 5
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 786 6
What is shift inflex Vinod 12th Dec '17 756 2
Changing the Interval on a Report in Avaya Rachel 18th Jan '18 743 4
24/7 Shift Rota tefkros 30th Sep '15 729 3
Time Back for Advisors stuck on calls? Anon 27th Jun '14 726 8
Resource and Planning Analyst Interview Robert 13th Sep '17 705 3
FTE calculation Rick 2nd Dec '17 662 3
Multi-Channel contact center staffing and Occupancy (from Erlang-C) Anon 3rd May '16 660 3
Cisco/Calabrio WFM Issues Anon 10th Mar '16 658 4
Resource Model Calculation Anon 9th Sep '15 650 4
Call Volume Forecasting Margin of Error German 8th Nov '17 642 2
Forecast Accuracy kerrieb85 28th Mar '11 619 2
Blended Call Center FTE Anon 28th Feb '14 615 3
Call Center Headcount Ratios Zachary 30th May '17 606 4
Call Centre - Business Continuity Mgt. How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 602 2
calculating required staff for an estimated 15% increase in call volume Anon 21st Jul '15 600 3
Call and AHT Profiling Anon 28th Oct '14 573 2
Inbound w/Outbound Calls Anon 1st Jun '15 572 3
Is there a benckmark for 'Hold Time'... Dave 2nd Oct '17 571 2
Excel and VBA courses AndrewTh 12th Mar '15 569 3
Weekly long term forecast Jr 1st Nov '17 568 4
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 541 2
How many FTE Required daily basis Vinod 28th Oct '17 541 2
Actual staffed agents data Anon 30th Aug '14 539 2
Forecasting volumes before and after specific holiday dates / events Anon 26th Feb '16 526 6
What % is calulated within Erlang c for availablilty? Richard 30th Oct '17 505 6
Forecasting Call Volume Karen 4th Jan '18 505 4
WFM Objectives Anon 28th Apr '16 499 4
Webchat forecasting Anon 4th Jun '15 489 5
AHT New Trend mohamed 8th Nov '17 470 2
Erlang model equivalent for service centre lzkl 20th Oct '17 467 3
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 467 2
Anyone know how much a good IVR load testing service costs? Anon 18th Apr '14 466 5
Training for Resource Planning SDR1010 2nd Feb '18 464 3
How many FTE required for 24 hours Vinod 12th Dec '17 456 2
How many FTE Required for aer day (Need answer urgently) Vinod 27th Oct '17 453 4
Avaya WFM - Breaks are planned @ the same time Jai 31st Oct '17 434 2
Blue Pumpkin What If Mode Anon 6th Nov '14 433 5
Planning for Productivity Anon 27th Mar '14 426 3
Penalising agents on adherence if they logon early NickyS 10th Nov '10 421 3
pattern by Month! arabei 24th Mar '12 419 4
Erlang Calculator Anon 16th Nov '15 418 2
agents needed Anon 24th Feb '16 415 4
forecast vs actual Anon 21st Sep '15 414 5
Impact 360 Calendar in Outlook Anon 23rd Mar '15 399 3
Annulised hours Dannyt83 15th Jan '18 385 2
Abandoned Calls Anon 11th Jun '14 384 3
Forecasting Template Download Jennifer 29th Jun '17 382 2
Teleopti users Dannyt83 17th Jan '18 374 4
Planning Phone/Email team JamieP 28th Jan '15 373 4
Weekly Forecast Abhishek 21st Aug '17 372 2
Adding shrinkage to workload FTE Anon 7th Mar '16 361 2
Genesys WFM Anon 21st Apr '16 361 2
Resource planning open surgeries Dannyt83 5th Jan '18 361 2
Scheduling Team Managers mikeh 4th Jul '14 352 3
How do I get the right FTE requirements for teams that will overflow calls between each other? Resul 3rd Jan '18 352 2
Desirable Factor in WFM Anon 8th May '14 343 2
Planning to High AHT dssmith 22nd Dec '14 341 3
forecasting accuracy Coops 15th Feb '13 335 8
Building A Resource Plan Anon 9th Dec '15 333 2
how to calculate the "recallers" rate seb 26th Jun '18 321 3
How many total agents do I need? Jon 29th Mar '18 317 2
Forecasting Dilemna Anon 7th Apr '14 313 2
Software User Guides Anon 9th Jun '14 306 5
Calculating FTE for e-mail handling J 26th Jan '18 306 2
Forecast Accuracy Targets for Random Volume Anon 14th May '14 305 2
How much availabily % do you add into shrikage in erlang C? Richard 5th Jan '18 305 2
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