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Forecast

Workforce Management (WFM) encompasses several key components including forecasting, scheduling, intraday management, and performance management. Effective forecasting relies on historical data and patterns, while scheduling involves calculating staffing needs and designing shifts based on forecasted volumes. Additionally, WFM addresses business continuity planning, attendance tracking, and utilizes specialized software to optimize workforce efficiency.

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uusamahassan371
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13 views

Forecast

Workforce Management (WFM) encompasses several key components including forecasting, scheduling, intraday management, and performance management. Effective forecasting relies on historical data and patterns, while scheduling involves calculating staffing needs and designing shifts based on forecasted volumes. Additionally, WFM addresses business continuity planning, attendance tracking, and utilizes specialized software to optimize workforce efficiency.

Uploaded by

uusamahassan371
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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What is WFM?

1. Forecast
2. Scheduling
3. Intraday
4. Business Continuity planning
5. Performance Management
6. Attendance and Absenteeism
7. WFM Software
8. Where WFM optimization come in

1. Forecasting: To do forecast should have Historical data, Pattern Data, and know the Seasons

we have 2 topics Excel sheet ( Manual ) or WFM System the high % using in WFM is forecasting in excel

in forecasting we have :

 Analyses historical yearly : from data at least last 3-5 years before.

 Breakdown: Breakdown the yearly volume to be monthly ( from long term to short team )

 Interval level: check the Volumes per interval 30 minutes

2. Scheduling: after create the forecast in long and short term and per interval the next step the
Staffing ( how many agents should be in my HC to achieved the requirement )
 How Calculate this : by Erling should be have ( the Forecast per INT, threshold, AHT, SLA,
Occupancy ) once the provide requirements here you can use Erlang to calculate the Agents.
 How to design the Shift : if we have the pattern volumes on INT level we can know the pike time
we should have the high num of agents or another working hours like ( Fixed shift, rotational
shift, part time shift )
 And should considered the agent is Graduated or study – time of start and end shift according to
transportation

3. Intraday : after create the forecast and build the best schedule and matched the OPS
requirement this time of RTM to monitor the Queue from any Case may be happened
Like Tech Outage
Unplanned Campaign
National Events ( Bad weather )
4. Business Continuity planning: Should the WFM have the Plan B in case happening any urgent
case like Power Outage
IT Hacked
Snow
Fires
Earthquakes

5. Performance Management : in Some company have WFM manage the Agent KPIs like Quality
and FCR

And NPS and CS

6. Attendance and Absenteeism : WFM track that, this help the contact center in create the
schedule to consider Shrinkage absenteeism planned and unplanned and attrition so some WFM
use the another module in scheduling like Fixable hours and Swaps main to be fixable with
agent to avoid any high shrinkage

7. WFM Software :

8. Where WFM optimisation come in : in the new Process or new knowledge

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