WFM Tools
This tool calculates how much call volume a set number of FTEs can handle.
What is Capacity Calculator?
In this phase, the WFO's forecast is recorded and broken down daily.
What is Daily Forecast?
(Actual – Forecast) / Forecast = ?
What is Forecast Variance?
This NEW PBI tool uses historical data to help analyze and predict call volume and AHT.
What is VISTA Tool?
This tool tells you how many agents are needed to hit a service level target.
What is Erlang C Table?
In this phase, we adjust "next week's" forecast which supports the weekly Game Plan.
What is Adjusted Daily Forecast - Weekly?
((Call Volume x AHT) / (hourly seconds x occupancy goal) / Avg Shift Hours / number of business days / Inverse Shrinkage rate) = ?
What is FTEs Requirements?
This BOT triggers actions based on SLA thresholds and service levels.
What is SLAM Bot?
This tool gives a one-stop view of all WFM metrics.
What is WFM Forecast Tracker?
This type of analysis turns staffing insights and leads into analyzing results and performance gaps.
What is Performance Analysis?
4 Full-Time (40hrs) + 2 Part-Time (20hrs) = ? FTEs
What is 5 FTEs?
This weekly meeting aligns WFM, WFO, and Operations before execution, no surprises.
What is WFM/Ops Weekly Review?