Workforce management (WFM)

How it works

The planning cycle

Planning runs in a loop: schedules are usually built a week ahead, while the forecast looks a month and a year out.

• Forecast – how many contacts will arrive and how long each will take (average handle time, AHT) per 15- or 30-minute interval, based on history, seasonality, and marketing campaigns
• Staffing – how many agents must be on the line according to the Erlang formula, and how many people to schedule after shrinkage
• Schedule – shifts and breaks that cover the requirement and comply with labor law
• Intraday management – compare actuals with the forecast and react quickly: move a break, call in a substitute
• Review – how accurate the forecast was, whether the schedule was followed, and whether service level was met

Example

Worked example

Say the forecast for Monday 10:00-10:30 AM is 100 calls with an average handle time of 180 seconds, and the target is 80/20. Erlang C says 14 agents must be on the line. With 30% shrinkage the schedule needs 14 / (1 − 0.3) = 20 people. The same calculation is repeated for every interval, and shifts are fitted to follow the workload curve.

Metrics

Key metrics

In CONTACT.WORK

How it works in CONTACT.WORK

Workforce management is built into the platform, so you do not need a separate WFM system. The module takes call and chat history from all connected channels, forecasts by hour, day, and channel, calculates the agents needed for your service level target, and builds shifts. During the day, managers see where actuals differ from the plan.