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Thread: Scheduling and Capacity Planning in Call Center
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    Smile Scheduling and Capacity Planning in Call Center

    Hi Everyone. I'm a newbie and want to try few answers in this forum.

    I'm trying to find the formulae that are used to calculate Required FTE with forecasted volume, AHT and Shrinkage.
    As per my understanding, if we have Occupancy and SL; it would further help in accuracy of the outcome. For the time, I just want to understand the calculations. I know there are few Add in in Excel and also Workforce Management Applications that are used to achieve this. But I'm looking to calculate the same using simple Excel and formulae that can be understood. If you could help me explain in simple terms, I would be grateful as I'm still learning the concepts for Workforce now.

    Also if you could give me few insights on how to calculate the trends for forecasting the call volume, I would be thankful.

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    Default Re: Scheduling and Capacity Planning in Call Center

    Just checking if anything came by.

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