Generic selectors
Exact matches only
Search in title
Search in content

Workforce optimization parameters

Viewing 2 posts - 1 through 2 (of 2 total)
  • Author
  • #18482 Reply
    wfm research

    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

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


Viewing 2 posts - 1 through 2 (of 2 total)
Reply To: Workforce optimization parameters
Your information:

<a href="" title="" rel="" target=""> <blockquote cite=""> <code> <pre class=""> <em> <strong> <del datetime="" cite=""> <ins datetime="" cite=""> <ul> <ol start=""> <li> <img src="" border="" alt="" height="" width="">