Plan Calculations for CTs

For these plan calculations:

  • Interval: week or month

  • Week/month calculations are a sum of each day in the week or month.

  • Entity calculations (CT Set, BU, BU Set, EG, EG Set) are a sum of each CT in the entity for each day, week, or month.

  • The FTE day (Hours per day), FTE week (Hours per week), and FTE month (Days per month) lengths come from the What-if Parameters tab of the Contact Types view (in the IEX WFM RCP) for the CT. Partial months use a prorated FTE month:

    PartialFTEMonthLength = (NumberOfDaysInTheMonthInTheFcst / NumberOfDaysInTheMonth) x FTEMonthLength

    • FTESecondsPerInterval = The number of seconds in the FTE week or month for the CT

    • FTESecondsPerDay = FTEHoursPerDay x 60 x 60

    • FTESecondsPerWeek = FTEHoursPerWeek x 60 x 60

    • FTESecondsPerMonth = FTEDaysPerMonth x FTEHoursPerDay x 60 x 60

  • The values for the FTEHoursPerWeek, FTEDaysPerMonth, and FTEHoursPerDay come from the What-if Parameters tab of the Contact Types view for the CT.

  • Parameters with NA in the CT Day column do not appear in the day interval.

  • Rows highlighted in dark gray are parameters you cannot modify.

PARAMETER

CT DAY

CT WEEK/MONTH

CT SET, BU, BU SET, EG, EG SET

Contacts Received (Forecast)

Forecasted contacts received from the long-term forecast (no multi-step workflow)

See Contacts Received for Long-term Forecasts Generated Using a Multi-Step Workflow

Sum(DailyCRForecast)

Sum(CTCRForecast)

Contacts Received (Actual)

Actual contacts received from the Historical Data pagw

Sum(DailyCRActual)

Sum(CTCRActual)

Contacts Received Variance (%)

(CRForecast - CRActual) / CRActual x 100

(CRForecast - CRActual) / CRActual x 100

(CRForecast - CRActual) / CRActual x 100

Contacts Handled

Inbound Workload CT

((DailyCRForecast x (DailySL% / 100)) / DailySLTime) + PortionOfPreviousDays ContactsHandled

Sum(DailyContactsHandled)

Sum(CTContacts Handled)

Actual FTE Capacity

Inbound Workload CT

NA

Sum(DailyActualFTE Capacity)

Where:

DailyActualFTECapacity = ((DailyFTEActual x FTESecondsPerDay / (AHTForecast / MeanConcurrency)) x (Occ% / 100) x (1 – (Shrink% / 100)) / MSEff

If there is no occupancy percentage specified for the interval, the calculation does not include multiplying by (Occ % / 100).

If there is no shrinkage percentage specified for the interval, the calculation does not include multiplying by (1 – (Shrink % / 100)).

If there is no multi-skill efficiency specified for the interval, the calculation does not include dividing by MSEff.

Sum(CTActualFTE Capacity)

Backlog

Inbound Workload CT

NA

Week: The backlog value for the last day of the plan week. For partial weeks, it is the value on the last day of the partial week.

If weekly value is negative, use 0 and set the backlog value for that interval in the calculations to 0.

Month: The backlog value for the last day of the plan month. For partial months, it is the value on the last day of the partial month.

If monthly value is negative, use 0 and set the backlog value for that interval in the calculations to 0.

Where:

DailyBacklog = Backlog(day-1) + CRForecast(day) - ActualFTECapacity(day)

For the first day in the plan, Backlog(day-1) is the Starting Backlog value from the Plan CT Settings, or the user-entered value.

Sum(CTInterval Backlog)

AHT (Forecast)

Inbound or Outbound CT

Forecasted AHT from the long-term forecast

Sum(DailyAHTForecast x DailyCRForecast) / IntervalCRForecast

Sum(CTCRForecast x CTAHTForecast) / CTTotalCRForecast

AHT (Forecast)

Inbound Workload CT

Forecasted AHT from the long-term forecast

Sum(DailyAHTForecast x DailyContactsHandled) / IntervalContactsHandled

Sum(CTContacts Handled x CTAHTForecast) / CTTotalContacts Handled

Mix of Inbound / Outbound and Inbound Workload CTs:

Sum(CTCRForecast x CTAHTForecast) / CTTotalCRForecast

AHT (Actual)

Actual AHT from the Historical Data page

Sum(DailyAHTActual x DailyCRActual) / IntervalCRActual

Sum(CTCRActual x CTAHTActual) / CTTotalCRActual

AHT Variance (%)

(AHTForecast - AHTActual) / AHTActual x 100

(AHTForecast - AHTActual) / AHTActual x 100

(AHTForecast - AHTActual) / AHTActual x 100

Mean Concurrency

Inbound or Outbound CT

Mean concurrency from the CT definition or 1.0 (if NICE IEX WFM is not R7.4 or later)

Sum(DailyCRForecast x DailyAHTForecast) / Sum(DailyCRForecast x (DailyAHTForecast / DailyMeanConcurrency))

Sum(CTCRForecast x CTAHTForecast) / Sum(CTCRForecast x (CTAHTForecast / CTMean Concurrency))

Mean Concurrency

Inbound Workload CT

Mean concurrency from the CT definition or 1.0 (if NICE IEX WFM is not R7.4 or later)

Sum(DailyContactsHandled x DailyAHTForecast) / Sum(DailyContactsHandled x (DailyAHTForecast / DailyMeanConcurrency))

Sum(CTContacts Handled x CTAHTForecast) / Sum(CTContacts Handled x (CTAHTForecast / CTMean Concurrency))

Mix of Inbound / Outbound and Inbound Workload CTs:

Sum(CTCRForecast x CTAHTForecast) / Sum(CTCRForecast x (CTAHTForecast / CTMean Concurrency))

Service Level (%)

Service level percent from the long-term forecast

Sum(DailySL% x DailyCRForecast) / IntervalCRForecast

Sum(CTCRForecast x CTSL%) / CTTotalCRForecast

Service Level (time)

Service level time from the long-term forecast

Service level time from the long-term forecast

Displayed only if all open days in the interval have the same value

CT service level time.

Displayed only if all CTs in the interval have the same value

ASA

Inbound or Outbound CT

ASA from the long-term forecast

Sum(DailyASA x DailyCRForecast) / IntervalCRForecast

Sum(CTCRForecast x CTASA) / CTTotalCRForecast

Maximum Occupancy (%)

Inbound or Outbound CT

Occupancy percent from the long-term forecast

Sum(DailyOcc% x DailyCRForecast) / IntervalCRForecast

Sum(CTCRForecast x CTOcc%) / CTTotalCRForecast

Maximum Occupancy (%)

Inbound Workload CT

Occupancy percent from the long-term forecast

Sum(DailyOcc% x DailyContactsHandled) / IntervalContactsHandled

Sum(CTContacts Handled x CTOcc%) / CTTotalContacts Handled

Mix of Inbound / Outbound and Inbound Workload CTs:

Sum(CTCRForecast x CTOcc%) / CTTotalCRForecast

FTE Base

Inbound or Outbound CT

No BU efficiency:

(HourlyFTEBase x TotalOpenHours) / FTEDayLength

See Hourly FTE Base for the HourlyFTEBase calculation.

BU efficiency:

Max(SLFTE, ASAFTE, OccFTE)

See FTE Base with BU Efficiency for the FTE calculations.

Week: Sum(DailyFTEBase) / (FTEWeekLength / FTEDayLength)

Month: Sum(DailyFTEBase) / FTEMonthLength

Sum(CTFTEBase)

FTE Base

Inbound Workload CT

Occupancy percent defined:

(DailyContactsHandled x (AHTForecastSeconds / DailyMeanConcurrency)) / (FTESecondsPerDay x (Occ% / 100))

No occupancy percent defined:

(DailyContactsHandled x (AHTForecastSeconds / DailyMeanConcurrency)) / FTESecondsPerDay

Week: Sum(DailyFTEBase) / (FTEWeekLength / FTEDayLength)

Month: Sum(DailyFTEBase) / FTEMonthLength

Sum(CTFTEBase)

Multi-skill Efficiency

Multi-skill efficiency from the long-term forecast

Sum(DailyMSEff x DailyFTEBase) / Sum(DailyFTEBase)

Sum(CTFTEBase x CTMSEff) / CTTotalFTEBase

Shrinkage (%)

Shrinkage from the long-term forecast

Sum(DailyShrink% x DailyFTEBase) / Sum(DailyFTEBase)

Sum(CTFTEBase x CTShrink%) / CTTotalFTEBase

FTE Required

(DailyFTEBase x DailyMSEff) / (1 - (Shrinkage% / 100))

Week: Sum(DailyFTEReq) / (FTEWeekLength / FTEDayLength)

Month: Sum(DailyFTEReq) / FTEMonthLength

Sum(CTFTEReq)

FTE Actual

n/a

The sum of the MU FTE Actual multiplied by the MU to CT distribution percentage for each MU to CT combination in the plan.

Week: Sum[MUFTEActual(i) x MU(i) to CT Distribution Percentage]

Month: Daily FTE Actual on the first day of the month where the daily calculation is:

Sum[MUFTEActual(i) x MU(i) to CT Distribution Percentage] for each day in the month (MU to CT Distribution Percentage for each day in a week is the same as the week value)

where i = 1 to the number of MUs in the plan

Sum(CTFTEActual)

Attrition (%)

n/a

(CTAbsAttrit / CTFTEActual) x 100

(EntityAbsAttrit / EntityFTEActual) x 100

Attrition (absolute)

n/a

The sum of the MU Attrition (absolute) multiplied by the MU to CT distribution percentage for each MU to CT combination in the plan.

Week: Sum[MUAbsAttrit(i) x MU(i) to CT Distribution Percentage]

Month: Sum[MUAbsAttrit(i) x MU(i) to CT Distribution Percentage] for each day in the month (MU to CT Distribution Percentage for each day in a week is the same as the week value)

where i = 1 to the number of MUs in the plan

Sum(CTAbsAttrit)

FTE New Hire

n/a

Week: The sum of the MU FTE New Hire multiplied by the MU to CT distribution percentage for each MU to CT combination in the plan.

Sum[MUFTENewHire(i) x MU(i) to CT Distribution Percentage]

where i = 1 to the number of MUs in the plan

Month: Sum(CTFTENewHire) for the first plan day of each week in the month

The plan stores the week values on the first day of the week.

Sum(CTFTENewHire)

Projected Service Level (%)

Inbound or Outbound CT

n/a

Sum(DailyProjectedSL% x DailyCRForecast) / IntervalCRForecast

See Daily Projected Forecast Objectives for Inbound or Outbound CTs for DailyProjectedSL% calculations.

Sum(CTCRForecast x CTProjectedSL%) / CTTotalCRForecast

Projected Service Level (%)

Inbound Workload CT

n/a

Sum(DailyProjectedSL% x DailyCRForecast) / IntervalCRForecast

See Daily Projected Forecast Objectives for Inbound Workload CTs for DailyProjectedSL% calculations.

Sum(CTCRForecast x CTProjectedSL%) / CTTotalCRForecast

Projected ASA

Inbound or Outbound CT

n/a

Sum(DailyProjectedASA x DailyCRForecast) / IntervalCRForecast

See Daily Projected Forecast Objectives for Inbound or Outbound CTs for DailyProjectedASA calculations.

Sum(CTCRForecast x CTProjectedASA) / CTTotalCRForecast

Projected Occupancy (%)

Inbound or Outbound CT

n/a

Sum(DailyProjectedOcc% x DailyFTEActual) / Sum(DailyFTEActual)

See Daily Projected Forecast Objectives for Inbound or Outbound CTs for DailyProjectedOcc% calculations.

Sum(CTFTEActual x CTProjectedOcc%) / CTTotalFTEActual

Projected Occupancy (%)

Inbound Workload CT

n/a

Sum(DailyProjectedOcc% x DailyFTEActual) / Sum(DailyFTEActual)

See Daily Projected Forecast Objectives for Inbound Workload CTs for DailyProjectedOcc% calculations.

Sum(CTFTEActual x CTProjectedOcc%) / CTTotalFTEActual

FTE Required +/-

n/a

FTEActual - FTEReq

EntityFTEActual - EntityFTEReq

Hourly Rate ($)

Hourly rate from the long-term forecast

Sum(DailyHourlyRate x DailyFTERequired) / Sum(DailyFTERequired)

1Sum(CTFTERequired x CTHourlyRate) / CTTotalFTE Required

FTE Required Cost

DailyFTEReq x FTEDayLength x HourlyRate

Sum(DailyFTEReqCost)

Sum(CTFTEReqCost)

FTE Actual Cost ($)

n/a

FTEActual x IntervalLength x HourlyRate

IntervalLength = CT’s hours per week or month, as specified in the What-if Parameters tab of the Contact Types view (IEX WFM RCP) for the CT

WeekLength = FTEHoursPerWeek

MonthLength = FTEDaysPerMonth x FTEHoursPerDay

Sum(CTFTEActualCost)

Cost +/-

n/a

FTEActualCost - FTEReqCost

EntityFTEActual Cost - EntityFTEReqCost

Contacts Received for Long-term Forecasts Generated Using a Multi-Step Workflow

The calculation for the forecasted contacts received for a subsequent CT for each day in the forecast is:

CTDailyContactsReceived = InitialCTContactsReceived(Day-OffsetDays) x (Distribution% / 100)

Where:

InitialCTContactsReceived(Day–OffsetDays) = the number of contacts received by the initial CT on the day minus the number of offset days for the subsequent CT

Distribution% = the distribution percent for the subsequent CT

When allocating contacts from the initial CT to subsequent CTs, the calculation does not count closed days when counting the number of offset days. If the subsequent CT is closed on a day the initial CT is open, the contacts received on the subsequent CT’s next open day can include a sum of allocations from multiple dates.

Calculating daily contacts received for a long-term forecast generated using a multi-step workflow.

The multi-step workflow contains an initial CT, a subsequent CT1 (with an offset of 2 days, a distribution of 80%, and closed on Tuesdays), and a second subsequent CT2 (with an offset of 0 days, a distribution of 65%, and closed on Wednesdays). The yellow highlights show the contacts received from the closed days.

WEEKDAY

INITIAL CT

TOTAL

SUBSEQUENT CT1

Contacts received

(INITIAL CT CR x DIST% / 100)

OFFSET = 2 DAYS

DIST% = 80%

SUBSEQUENT CT2

Contacts Received

(INITIAL CT CR x DIST% / 100)

OFFSET = 0 DAYS

DIST% = 65%

10/01/2023

7094

 

7094 x (65 / 100) = 4611

10/02/2023

6675

 

6675 x (65 / 100) = 4339

10/03/2023

7378

Closed

7378 x (65 / 100) = 4796

10/04/2023

7135

(7094 + 6675) x (80 / 100) = 11015

Closed

10/05/2023

7287

7378 x (80 / 100) = 5902

(7135 + 7287) x (65 / 100) = 9374

10/06/2023

7161

7135 x (80 / 100) = 5708

7161 x (65 / 100) = 4655

10/07/2023

7388

7287 x (80 / 100) = 5830

7388 x (65 / 100) = 4802

10/08/2023

7253

7161 x (80 / 100) = 5729

7253 x (65 / 100) = 4714

10/09/2023

6730

7388 x (80 / 100) = 5910

6730 x (65 / 100) = 4375

10/10/2023

7451

Closed

7451 x (65 / 100) = 4843

10/11/2023

7328

(7253 + 6730) x (80 / 100) = 11186

Closed

10/12/2023

7219

7451 x (80 / 100) = 5961

(7328 + 7219) x (65 / 100) = 9456

10/13/2023

7346

7328 x (80 / 100) = 5862

7346 x (65 / 100) = 4775

10/14/2023

7192

7219 x (80 / 100) = 5775

7192 x (65 / 100) = 4675

10/15/2023

6810

7346 x (80 / 100) = 5877

6810 x (65 / 100) = 4427

If the offset for the subsequent CT is greater than 0, the calculation does not include the last days of the initial CT’s forecast in the subsequent CT’s forecast, since the system would allocate the contacts received for those days on days that fall outside the forecast. For example, if the long-term forecast ends on 10/30/23 and the offset for the subsequent CT is 2 days, the contacts received by the initial CT on 10/28/23 and 10/29/23 would be received by the subsequent CT on 11/01/23 and 11/02/23, and the long-term forecast does not include these dates.

Hourly FTE Base

If any of the forecast objectives are blank for the interval, the calculation does not use that objective. If there is no value for forecast AHT, there is no calculation done for FTE values.

The calculation for hourly FTE base divides the daily values evenly across the hours the CT is open, according to its operating hours. For days the CT is closed, there are no FTE values.

The calculations for the FTE values for inbound and outbound CTs for each forecast objective are (all times are in seconds):

  • Service Level

    If the Settings window has the median patience time selected (see Plan Settings):

    SLFTE = ErlangA((DailyContactsReceivedForecast / TotalOpenHours), (DailyAHTForecast / DailyMeanConcurrency), DailySL%, DailySLTime, (1.0 / MedianPatienceTime))

    If the median patience time in the Settings window is blank or not selected:

    SLFTE = ErlangC((DailyContactsReceivedForecast / TotalOpenHours), (DailyAHTForecast / DailyMeanConcurrency), DailySL%, DailySLTime)

  • ASA

    If the Settings window has the median patience time selected (see Plan Settings):

    ASAFTE =ErlangA((DailyContactsReceivedForecast / TotalOpenHours), (DailyAHTForecast / DailyMeanConcurrency), DailyASA, (1.0 / MedianPatienceTime))

    If the median patience time in the Settings window is blank or not selected:

    ASAFTE = ErlangC((DailyContactsReceivedForecast / TotalOpenHours), (DailyAHTForecast / DailyMeanConcurrency), DailyASA)

  • Occupancy

    OccFTE = ((DailyContactsReceivedForecast / TotalOpenHours) x (DailyAHTForecast / DailyMeanConcurrency)) / (SecondsPerHour x (DailyOcc% / 100))

HourlyFTEBase = Max(SLFTE, ASAFTE, OccFTE)

If the CT belongs to a BU included in the retrieved entity, refer to FTE Base with BU Efficiency for the FTE calculations for each forecast objective.

FTE Base with BU Efficiency

If the plan entity has one or more BUs, the system adjusts the requirements for the CTs in the BU for BU efficiency. These minor adjustments to the CTs’ requirements take advantage of the efficiencies gained with large CTs distributed across multiple ACDs, reducing the calculated requirements for each CT in the BU.

BU efficiency applies to inbound and outbound CTs (not inbound workload CTs) in the plan assigned to plan BUs. When applying BU efficiency, there is a calculation for two different efficiency values: one reflects the efficiencies gained by using a service level goal, and the other reflects the efficiencies gained by using an ASA goal. The maximum occupancy requirement does not have BU efficiency factors applied.

To calculate BU efficiency when service level is the only goal defined (there is no goal for ASA or maximum occupancy percent), the service level time values for the interval must be the same across all CTs in the BU. If they are not, the FTE Base for the interval displays ???. If ASA or maximum occupancy percent goals exist, and service level times are not the same across all CTs in the BU, the FTE base calculation will not use the service level goal.

When working with BUs and BU Sets, the service level objectives must be the same across all CTs in the BU or BU Set in a plan.

The calculations for the FTE values, including BU efficiency, for each forecast objective are:

  • Service Level

    SLFTE = (ContactsReceivedForecast x (AHTForecast / MeanConcurrency)) / (BU_OccToMeetSL x CTSecsInFTEDay)

    Where:

    BU_OccToMeetSL = (Sum(CTContactsReceivedForecast) x WAHT) / (BU_SL_Req x BUSecsInFTEDay)

    If the Settings window has the median patience time selected (see Plan Settings):

    BU_SL_Req = ErlangA (Sum(CTContactsReceivedForecast) / OpenHrs, WAHT, SL%_Goal, SL_Time_Goal, (1.0 / MedianPatienceTime)) x (OpenHrs / HrsInFTEDay)

    If the median patience time in the Settings window is blank or not selected:

    BU_SL_Req = ErlangC (Sum(CTContactsReceivedForecast) / OpenHrs, WAHT, SL%_Goal, SL_Time_Goal) x (OpenHrs / HrsInFTEDay)

    SL%_Goal= (Sum(CTContactsReceivedForecast x CTSL%)) / Sum(CTContactsReceivedForecast)

    SL_Time_Goal= (Sum(CTContactsReceivedForecast x CTSLTime)) / Sum(CTContactsReceivedForecast)

  • ASA

    ASAFTE = (ContactsReceivedForecast x (AHTForecast / MeanConcurrency)) / (BU_OccToMeetASA x CTSecsInFTEDay)

    Where:

    BU_OccToMeetASA = (Sum(CTContactsReceivedForecast) x WAHT) / (BU_ASA_Req x BUSecsInFTEDay)

    If the Settings window has the median patience time selected (see Plan Settings):

    BU_ASA_Req = ErlangA (Sum(CTContactsReceivedForecast) / OpenHrs, WAHT, ASA_Goal, (1.0 / MedianPatienceTime)) x (OpenHrs / HrsInFTEDay)

    If the median patience time in the Settings window is blank or not selected:

    BU_ASA_Req = ErlangC (Sum(CTContactsReceivedForecast) / OpenHrs, WAHT, ASA_Goal) x (OpenHrs / HrsInFTEDay)

    ASA_Goal= (Sum(CTContactsReceivedForecast x CTASA)) / Sum(CTContactsReceivedForecast)

  • Occupancy

    OccFTE = (ContactsReceivedForecast x (AHTForecast / MeanConcurrency)) / ((Occ% / 100) x CTSecsInFTEDay)

Where:

Sum = Sum for each CT in the day, that belongs to the BU

OpenHrs = Maximum of the open hours of all CTs in the BU for the day

WAHT = BUAHTForecast / BUMeanConcurrency

BUMeanConcurrency = Sum(CTContactsReceivedForecast x CTAHTForecast) / Sum(CTContactsReceivedForecast x (CTAHTForecast / CTMeanConcurrency))

BUAHTForecast = Sum(CTContactsReceivedForecast x CTAHTForecast) / Sum(CTContactsReceivedForecast)

HrsInFTEDay = BUSecsInFTEDay / 3600

BUSecsInFTEDay = the number of seconds in the weighted average of the CT FTE day lengths (The FTE day length could be different each day, since the calculation uses the forecast contacts received values for each day to calculate the weighted average.)

Daily Projected Forecast Objectives for Inbound or Outbound CTs

Daily Projected Service Level (%) and Daily Projected ASA

ESP calculates the new projected service level percent and projected ASA using Erlang calculations. Erlang A calculations when the Settings window has median patience time selected or Erlang C when the median patience time setting is not selected. The Erlang calculations use these inputs:

  • FTE Day Length

  • Daily Contacts Received Forecast

  • (DailyAHTForecast / DailyMeanConcurrency)

  • (1.0 / MedianPatienceTime)

  • ActualDailyFTEBase (FTE actual adjusted for shrinkage, multi-skill efficiency and converted to ActualDaily)

  • Service Level (time) when solving for Projected Service Level (%)

First, calculate the ActualDailyFTE using the ActualWeeklyFTE (by day). ActualWeeklyFTE (by day) is the number of agents available to be scheduled. It is the daily actual FTE value for the first day of the interval. ActualDailyFTE answers the question: On average, how many of the weekly FTEs can I schedule in a day, given that I can't schedule all agents every day of the week?

ActualDailyFTE = (ActualWeeklyFTE x FTEWeek / FTEDayLength) / OpenDaysInWeek

Then, calculate the ActualDailyBaseFTE from the ActualDailyFTE.

ActualDailyFTEBase = ActualDailyFTE x (1 - (Shrinkage% / 100)) / MSEff

Calculate the ActualHourlyFTEBase from the ActualDailyFTEBase:

ActualHourlyFTEBase = (ActualDailyFTEBase x FTEDayLength) / TotalOpenHours

Finally, the DailyProjectedSL% and DailyProjectedASA use the Erlang calculation with all times in seconds.

If the Settings window has the median patience time selected (see Plan Settings):

DailyProjectedSL% and DailyProjectedASA = ErlangA(SecondsPerHour, AverageDailyContactsReceivedForecast/AverageTotalOpenHours, Average(DailyAHTForecast / DailyMeanConcurrency), ActualHourlyFTEBase, DailySLSec, (1.0 / MedianPatienceTime))

If the median patience time in the Settings window is blank or not selected:

DailyProjectedSL% and DailyProjectedASA = ErlangC(SecondsPerHour, AverageDailyContactsReceivedForecast/AverageTotalOpenHours, Average(DailyAHTForecast / DailyMeanConcurrency), ActualHourlyFTEBase, DailySLSec)

Daily Projected Occupancy (%)

All times are in seconds.

DailyProjectedOcc% = 100 x (AverageDailyContactsReceivedForecast x Average(DailyAHTForecast / DailyMeanConcurrency)) / (ActualDailyFTEBase x FTEDayLength)

Daily Projected Forecast Objectives for Inbound Workload CTs

Daily Projected Service Level (%)

First, calculate the ActualDailyFTE using the ActualWeeklyFTE (by day). ActualWeeklyFTE (by day) is the number of agents available to be scheduled. It is the daily actual FTE value for the first day of the interval. ActualDailyFTE answers the question: On average, how many of the weekly FTEs can I schedule in a day, given that I can't schedule all agents every day of the week?

ActualDailyFTE = (ActualWeeklyFTE x FTEWeek / FTEDayLength) / DaysInWeek

Then, calculate the ActualDailyBaseFTE from the ActualDailyFTE.

ActualDailyFTEBase = ActualDailyFTE x (1 - (Shrinkage% / 100)) / MSEff

Finally, the DailyProjectedSL% uses this calculation with all times in seconds.

DailyProjectedSL% = min(100,(DailyServiceLevel% x SL Factor))

where:

SL Factor = (ActualDailyFTEBase x FTESecondsinDay) / (DailyContactsHandled x (DailyAHTForecast / DailyMeanConcurrency))

Daily Projected Occupancy (%)

All times are in seconds.

DailyProjectedOcc% = 100 x (AverageDailyContactsHandled x Average(DailyAHTForecast / DailyMeanConcurrency)) / (ActualDailyFTEBase x FTEDayLength)