Capacity planning | Weekly wise Inbound | WFM Important Interview Questions

Useful thx 4 shareing.

Dear , thanks for your support , but if we include the SLA 80% & Service time 60 seconds what about the required

note: i use the Erlang C formula and the required with shrinkage the occupancy will be around 34% so when i decrease the AHT to 150 seconds and keep the other factor the required will be avg. 101 agnets

so seeking your support

How to calculate shrinkage

Out standing sir , Really explained the concept in a simplified way
Than you sir

Hi want to know how to do the capacity planning for outbound calls for the using inbound agent

Hi
Are there any courses to learn Planning, forecasting and scheduling/Rostering for WFM?

How do we derive shrinkage at 15.33% and not any other number. Please share the calculation

Informative video , Is it possible to share the excel sheet?

Absolutely amazing! Thank you!!

Thank you so much 🙏

Well done mate! keep up the good work!

Thanks for your great explanation. Do you have a published video explaining how to use Shrinkage, Occupancy, AHT in order to prepare or specify the required manpower/agents per interval?

Hi there, I really appreciate your efforts and time...just need to know how you calculate *Agent Call per agent*..Van you rephrase how you got 3600 seconds figure.. What figure you multiply with in order to get 3600? Thanks in advance for your valuable support....

Should we not add the calculation here for week off also
As I wanted to know how may heads We should hire (for this simulation?)

How do you calculate how many calls an agent can do in an 8 hour shift, with 3 x different AHT - AHT 1 = 30 Minutes, AHT 2 = 60 Minutes, AHT 3 = 120 Minutes. Shrinkage is 34%, and contention is 67% Occupancy is 75%

Very helpful, easily explained 👌

Good work, thanks for putting up valuable content about WFM

This video is much helpful