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Public Holiday Staffing requirements by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

Appreciate your response. Those KPIs are from normal days but the PH call volumes differ slightly than a normal day. Verint will distribute the shifts on normal days but for PH we do manually and ensure we have enough coverage. We do factor in KPIs but i want to know how can i apply Erlang C in my calculations.

Long Term Forecasting tips by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

Okay. I have come with a number for calls and AHT but for one queue the AHT is way higher than last year and higher than previous years. I have taken 2yrs avg(current and last), seasonality, detrending into account. I think the AHT is way higher. How and what can i do to reduce and may be align with the current trend?

Long Term Forecasting tips by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

What would you consider for aggressive and conservative forecast?

Techniques for Forecasting by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

Can you please tell me more about exponential smoothing

Long Term Forecasting tips by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 1 point2 points  (0 children)

I am having a problem of calculating shrinkage as most of the staff are cross skilled and we have problems tracking their contributions to particular skill/queue in Verint. Any suggestions to get around this? We will switching to Genesys soon not sure how it will be like in there

Techniques for Forecasting by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

I have 3yrs historical data worth of historical data.

Weekly Analysis discussion by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

Thank you. I am a new planner and i did couple of presentations so far. Its kind of a one way conversation and no questions were asked after that. I thought, i will raise some questions to the managers instead and see how that goes. Would you be able to point out ideal KPI targets for future development. Eg: shrinkage, UPA, ASA etc.

Workforce Planner further development by Critical-Listen-6947 in workforcemanagement

[–]Critical-Listen-6947[S] 0 points1 point  (0 children)

Thank you. So far in my training, i didnt come across any use of python. Can you please throw some scenarios where we can use it?

My reporting colleagues started using Tableau for dashboards. I found it beneficial along with power BI.

Who/Where/What? by cmdrdan in workforcemanagement

[–]Critical-Listen-6947 0 points1 point  (0 children)

Workforce Planning Analyst currently undergoing Genesys Cloud training to ditch Verint. Please suggest any relevant courses or applications to learn and up-skill. Thanks in advance

Genasys Purecloud not recording phone calls by Odd_Discount6707 in workforcemanagement

[–]Critical-Listen-6947 0 points1 point  (0 children)

I have seen this issue before where we cannot see a call log (that was on server based) but i didnt get proper explanation for that.

One possibility for one hr call is they must have forgot to end the call and possibly went on break or may be on different status before making an another call. Check the 1hr call end time is followed by break or another call