Resource Planning and Forecasting

Looks at Resource Planning, Forecasting and Scheduling
Subject Author Created Views Posts
Actual Required FTE Calculation Anon 8th Jan '15 76446 24
Industry Average- Acceptable Wait Time? rikuslouw 22nd Jan '10 36430 10
How to calculate FTE requirements on a monthly level Anon 3rd Apr '13 11969 8
Backoffice FTE Calculation Anon 13th May '16 10995 16
FTE Calculation for Chat Floyd 10th Sep '17 8932 4
Best Forecasting Method Anon 6th May '14 8759 6
How many seconds is 6 rings? lucy 15th May '18 7887 3
required FTE calculation (non-voice) Anon 15th Nov '14 7824 12
Free Auto Scheduling Tools Anon 20th Aug '15 6812 8
Proactive Chat Staffing Calculation Anon 23rd Oct '14 6530 15
FTE requirements to cover all opening hours Dave 21st Oct '20 5257 3
Forecast Average Speed of Answer V 1st Sep '17 5102 6
Monthly Erlang Calc Scott 23rd Oct '20 4811 3
FTE Calculation at a monthly Patrice 13th Sep '18 4790 11
Planned Shrinkage for Full Time & Part Time Staff Rob 22nd Nov '20 4574 2
Erlang FTE's with days off in a 7 day/12 hours a day operation Eric 24th Oct '20 4321 2
What is shift inflex Vinod 12th Dec '17 4299 3
Early warning system (EWS) or RAG analysis Mithesh 10th Nov '19 4215 2
Shrinkage and Absenteeism Anon 18th Feb '16 3852 2
Forecasting Abandoned Calls Laura 26th Jan '16 3730 19
relationship of shrinkage and phone occupancy Marge 6th Jun '18 3598 4
FTE Calulation per Month per Day sarfaraz 25th Dec '17 3493 2
Shrinkage Calculation with Leave Considerations Anon 17th Jun '15 3488 3
Calculation of answered calls for a specific nb of agents Suzanne 26th Nov '20 3454 2
How to measure your WFM team KPI's? Cesar 20th Oct '20 3451 3
Resource Planning - Agent Shifts Michelle 18th Oct '19 3426 2
Forecast Accuracy Targets Anon 6th May '14 3379 4
Service Level Calculation Paul 14th Oct '19 3319 6
Staff Calculation For Outbound Team Anon 19th Feb '15 3181 3
Call Center Headcount Ratios Zachary 30th May '17 3085 4
Forecast for outbound sales project Ângela 14th Oct '20 3073 2
Resource and Planning Analyst Interview Robert 13th Sep '17 3046 3
WFM scheduling Kellye 16th Mar '21 2968 2
WFM - Calculation Occupancy Chat/Email (mutilple slot same time) Kien 1st Mar '21 2960 4
Aspiring Workforce Analyst Anon 6th Aug '14 2899 3
Does any one have schedule adherence excel template Meg 28th Sep '20 2808 2
How to Forecast Demand in the Contact Centre - for emails. Danny 19th Oct '20 2776 2
Should Occupancy's HT include the "ready" time? Javier 12th May '21 2745 3
WFM/WFP Course Dan 29th Apr '21 2723 2
Weekly Staff Requirement Jay 29th Oct '19 2687 2
Scheduling Template Chaen 28th Jun '19 2672 3
How to consider the IVR time in the Erlang calculator Javier 23rd Apr '21 2668 8
Adding shrinkage to workload FTE Anon 7th Mar '16 2587 3
How do you define the Capacity Plan? What is its objective and purpose mohit 23rd Sep '19 2564 4
How to set Minimum Business Continuity Objective (MBCO)? Hoi Choy Gee 21st Sep '17 2525 2
Number of Agents 0 for incoming volume below 0.6 Robert 13th Feb '21 2461 2
Forecasting Issue Multi Channel James 19th Nov '19 2315 6
Kpi- Conformance Emma 4th Oct '19 2306 2
Opening script for long wait times Rekha 28th Jul '16 2252 4
Measuring RPH Anon 15th Dec '13 2247 5
Poisson and Contact Centre Forecasts Sarah 9th Oct '19 2185 4
Per Interval Reporting BI 4th Sep '17 2138 2
Scheduling Lunches Anthony 24th Mar '21 2114 2
Calls Answered within SLA - Calculation PeterPan 18th Aug '10 2102 6
General Formula for Quick Estimates for Expanded Coverage Ray 24th Mar '20 2043 2
WFM analysts to staff ratio Suzanne 3rd Oct '19 2018 2
Segmenting data when calculating AHT, ATA Javier 7th May '21 1980 2
Erlang Formula for Incoming and Outgoing Calls Manish 25th May '18 1965 2
Types of inbound calls Anon 3rd Feb '15 1926 4
FTE calculation for back office account Anon 24th Sep '14 1861 5
Time Back for Advisors stuck on calls? Anon 27th Jun '14 1858 8
Comparing shrinkage and availability Conor 3rd Feb '21 1848 2
What is the industry standard target for Schedule Efficiency? Natalie 15th Jun '17 1833 3
Multi-skilled agents by language Andy 18th May '21 1791 2
New to resource planning- analyst Anon 11th Dec '14 1761 4
Absence levels in Call Centres Mike 1st Oct '19 1761 3
FTE calculation for Outbound and Inbound Rick 2nd Dec '17 1719 3
Calculating a Monthly or weekly FTE requirement considering service level Sharee 13th Mar '18 1690 2
New Contact Centre with No Resource Planning Emily 13th Sep '19 1685 3
Erlang Calculator - Calls across the week distribution Angela 13th Apr '21 1667 2
Calculating required FTE for Email Pete 19th Sep '18 1654 4
How do you deal with Christmas leave in a call centre? Ian 27th May '20 1642 3
Accurate forecasting subfuze 18th Jul '12 1626 4
How to calculate staffing for emails? isa 31st Jan '21 1614 2
Complaints Forecasting Jeevan 15th Sep '20 1585 2
Back office interval wise FTE calculation gurpreet 16th Nov '19 1581 2
Team Meetings and Briefings Anon 20th Nov '13 1570 4
FTE & Occupancy James 2nd Jun '21 1540 2
How to do Capacity Planning for next 9 weeks (Very Urgent) Vinod 26th Oct '17 1518 2
How to calculate FTE to handle chat volume Eduardo 31st Oct '17 1467 2
Call Centre Competition Anon 13th Nov '13 1464 2
Repeating calendar months or months with same start day James 1st Nov '17 1455 4
Maintaining the roster Srikanth 14th Dec '11 1453 4
Service Level Calculation in Erlang C Excel Calculator Neil 4th Sep '18 1412 4
Multiskill forecasting - Erlang X George 15th Apr '18 1387 4
FTE requirements for back office Pete 23rd May '18 1376 4
Manpower calculation Seetha 26th Apr '21 1372 2
Organising Work Force Management Teams mark 25th Nov '10 1364 5
Agent Utilization Kerwin 12th Mar '18 1359 4
How to plan Contact Centre Capacity Nabih 13th Feb '20 1344 4
What does modern resource planning look like? Dan 24th Jun '19 1310 2
Forecasting Model in Excel shahan 9th Feb '18 1294 2
24/7 Shift Rota tefkros 30th Sep '15 1272 3
Part-Time ratio calculator Gigi 11th Sep '20 1256 2
SLA and Abandon Formulas in Erlang Carlos 7th Jul '20 1248 2
Head Count calculation ِAhmed 18th Jun '19 1229 5
Specific day/intervals for forecasting monthly FTE requirements wfpbris82 20th Apr '18 1203 3
Assessment Test for Resource Planning Analyst james 18th Feb '19 1196 2
Definition of FTE Needed Patrick Agustin 14th Sep '20 1195 2
Erlang Calculator Service Level is Zero Anon 16th Nov '15 1193 4
More topics...