Forcasting without WFM

[TheCardMan]

Without the availibility of complex WFM solutions, how can I forecast manually my agent requirements. Does anyone have a homegrown formula that can be used to calculate? I have CCM 6.0. My Call Center is 24hrs/7days, but volume overnight (between midnight & 8am is on average 15 calls). We have 2 agents on overnight. Overall call volume is about 17,000 calls inbound per month. What reports can I use to figure out where I am at now and if staffing for the future needs to be increased?

 

[JYJYJY]

I normally will use Erlang C to calculate agent requirement without WFM.

There is a lot of free on-line Erlang C calculator that you can use by mannually inputing the required criteria. Do a google search on Erlang C and you can find it.

If you have the budget and want to do a lot of calculation, some company has Erlang C add-on to Excel, and you can do the calcuation from the spreadsheet.

 

[TheCardMan]

Thanks Johnny - I also found a program called cc-Modeler, which you can input your schedule and data and it calculates the required agents based on your service level.