Linear Regression
Posts
AHT Trend using 6 weeks historical data
Step 1: We need to collect interval wise AHT and handled calls by pulling historical data. Step 2 : We need to determine Handled time(Calls*AHT) because taking average is not correct as per WFM. Setup 3: AHT trend
Staff Scheduling process in detail
Disclaimer: The below data and formatting is just my assumption and it is not related to any company . Step:1 We need to determine interval wise call arrival pattern based on trend, example: 6 weeks. Step:2 We need to determine interval wise AHT based on trend, example: 6 weeks. Step:3 We need to determine interval wise Shrinkage based on trend, example: 6 weeks. Step:4 We need to determine interval wise staffing based calls Arrival pattern, AHT and Service level. Step:5 We need to check the present headcount and schedule the agent by designing shift pattern
Basic and simple Capacity plan
Disclaimer: The below data and formatting is just my assumption and it is not related to any company .
WFM Analysis
Disclaimer: The below data and formatting is just my assumption and it is not related to any company . Scenario: 1 Scenario: 2 Scenario: 3 Scenario: 4 Scenario: 5
Forecasting using Time series analysis
Time series Analysis: In order to do forecasting, we required historical data and it should be arranged in a proper manner based on the time period. After that, the next step to find the trend or change in the call volume compare to last year. We need to check whether an increase or decrease in the volume. Please find the below example for better understanding.
I have very good working experience in Microsoft excel VBA and also in all the WFM domain, created many templates using excel VBA. I feel that Microsoft excel VBA or any other tools are not a rocket science. So follow my blog and I will make sure to bring everybody on the same page Mirza Taqi Ali Microsoft excel VBA (Trainer)