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Workforce optimization parameters

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  • #18482 Reply
    wfm research
    Guest

    I am looking for examples of what workforce management parameters companies use. Anybody care to share what your company does for the following and give details on why it works for you?

    – monitor by 15min vs 30mins intervals?
    – use CST vs AHT?
    – forecast duration (i.e. 5 week, 6 month, etc.) and level of granularity (hourly, daily, weekly)?
    – duration of posted schedule in advance (i.e. 5 weeks or other)?
    – number of exceptions to use and track?
    – way to measure agent satisfaction?
    – use of proficiencies for call routing?
    – typical forecast to agent ratio?
    – typical RTT to agent ratio?
    – number of phone states (AUX codes) to use?

    #18483 Reply
    Wil
    Guest

    If anyone responded with all the information you were looking for, can you please forward to me? I’m seeking the same answers.

    thanks,

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