Workforce Management Workshop
Module One: Forecasting and forecasting parameters
• Comprehensive explanation of forecasting methodologies.
• Adjusting weights to historical data weeks.
• Selecting data to forecast for special events.
• Generating weekly forecasts.
• Generating long-term forecasts.
• Analysis capabilities for historical data, being able to view data interval to-day, day to
week, week to month, and month to year, for volumes and AHT.
• Adjusting historical data and normalization
• Automatic normalization of data or highlighting data that needs to be normalized.
• How seasonality is factored in.
• Different forecasting methods or models
• Blending different skills and forecasting.
Module Two: Staffing
• Step by step how staffing is created.
• Types of staffing algorithm used.
• Handling low traffic staffing
• How is occupancy factored in?
• How shrinkage is factored in?
• How average call duration is calculated, and what AHT parameters
are being used.
• Staffing with blended activities, inbound, outbound and non-phone.
• Staffing for non-phone activities and for outbound.
• Staffing for overflowing activities between different business units.
Module Three: Scheduling
• How schedules are created.
• Durations of schedules and how far ahead they can be made
• Scheduling predefined exceptions (meetings, trainings, coaching,
etc.) manually
• Daily view of all agents schedules.
• Scheduling over and under staff highlighted.
• Display and illustrations of the schedules
• What-if scenarios and simulation methods that are used.
• Forecasting of results (SL%, Abandon Rate, Utilization etc.) after the
schedules is generated.
• How teams are scheduled together versus individual agents.
• How secondary activities like training and meetings are allocated
automatically, and how the business rules for these are predefined.
• How to implement shift preferences.
• How shift swapping works, and how approval mechanism for this is,
on the shift level and the day level
• How cross midnight schedules are handled.
• How does flexible scheduling work
• How blended activities are scheduled
• How many types of activities can be blended and how can this be
displayed.
Module Four: Real-Time Management
• How adherence, conformance and tardiness grace thresholds are set
• How out of adherence and conformance or tardiness issues are highlighted.
• How any out of state agent is highlighted
• How targets for any KPI’s being missed are being highlighted.
• How agents are notified of schedule adjustment during the day
(Breaks reallocation).
• What other flags can be automatically triggered through real-time
management to enhance the productivity
• Progress illustrations on how the day is progressing.
• Intraday “What-if” scenarios that can calculate and forecast the expected outcome for
the day.
• Recommended adjustments on the intraday level to maintain SL% in the case of
deviation of planned vs. actual.
