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 ($)	Hourly rate from the long-term forecast	Sum(DailyHourlyRate x DailyFTERequired) / Sum(DailyFTERequired)	1 The entity level hourly rate does not account for different currencies. It is a weighted average of the costs for each CT, regardless of the CT’s currency. If you have CTs with different currencies, you need to convert to the currency of the CT with the lowest ID when you enter the hourly rate.Sum(CTFTERequired x CTHourlyRate) / CTTotalFTE Required
FTE Required Cost	DailyFTEReq x FTEDayLength x HourlyRate	Sum(DailyFTEReqCost)	Sum(CTFTEReqCost)
FTE Actual Cost ($)	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.

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.

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)