WFM Tools
Used to determine the volume of calls that can be handled by an identified number of agents.
What is the VISTA Capacity Calculator?
Smaller number / Larger number = ?
What is Forecast Accuracy?
In this phase the WFO forecast is recorded.
What is Phase 1?
Forecasting, planning, scheduling, intraday management and analyzing performance represents a complete process for WFM.
What is the WFM Life Cycle?
Used to project an end of month service level.
What is the Service Level Projection Calculator?
This Excel template helps us calculate the daily distribution from Genesys.
What is the Daily Distribution Converter?
This is the step of phase 1 where the WFO forecast is broken down.
What is the Daily Forecast?
All projects have BOTS on the loose to reflect the matrix of the established plan of action.
What is SLAM?
Used to determine how many agents are needed to meet a service level target.
What is Erlang C Table?
(Actual – Forecast) / Forecast = ?
What is Forecast Variance?
In this phase weekly adjustments are completed.
What is Phase 2?
This is where you can find all WFM metrics in a single report for quick analysis.
What is the WFM Forecast Tracker?
Used to identify when actual performance exceeds BOQ assumptions.
What is the Pulse Check Report?
4 Full-Time (40hrs) + 2 Part-Time (20hrs) = ? FTEs
What is 5 FTEs?
This forecast is used to present net staffing (over/under) & provide WFM mitigation plan.
What is Interval Forecast?
Created weekly to include next week's forecast compared to historical data and insight into performance projections.
What is the Game Plan Deck?
An analytics platform built on volumes, insights, scenarios, trends and analysis that serves as a complimentary tool to Genesys.
What is VISTA?
((Call Volume x AHT) / (hourly seconds x occupancy goal) / Avg Shift Hours / number of business days / Inverse Shrinkage rate) = ?
What is the FTE Requirements calculation?
According to this phase the previous day's performance is reported, root cause analysis is conducted and highlight improvement opportunities.
What is Phase 3?
This training series is directly related to these 5 clear and measurable objectives.
What are Performance Goals?