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
