Volume

Number of work items arriving in an interval. Volume is contained in the forecast selected.

Growth (%)

The week by week or month by month volume growth.

Volume (%) of Total

The proportion of the total volume for the interval selected.

AHT

Activity Handling Time - time it takes to handle a piece of work – AHT is contained in the forecast selected.

Service Level (%)

% of total contact The entire communication experience for a customer, from beginning to end. volume answered within the defined threshold.

Average speed to answer

Average time it takes to respond to a call.

Required FTE Hours

Total number of dedicated staff hours required to fulfill the service goal.

Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). FTE Hours

Total number of dedicated staff hours forecast to fulfill the service goal.

Over/Under FTE Hours

Presents overstaffing or understaffing. Equivalent to (Forecast FTE Hours – Required FTE Hours).

Capacity

Maximum number of seats required to achieve the service goal during volume peaks – as defined by the volume forecast and predicted intra-day distribution.

Required FTEs

Total number of dedicated FTEs required to fulfill the service goal.

Over/Under FTEs

Presents overstaffing or understaffing. Equivalent to (Forecast FTE – Required FTE).

Hires

Tracks the number of employees the current scenario plans for hiring month by month (or week by week).

In Training

Tracks the number of new hires and transferees in training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions. and therefore not effective on their work queues yet. The In training row only appears when you have specified that, for these employees, training takes more than zero weeks.

Number of new hires and transfers that are in training and therefore not effective.

Transfer In, Transfer Out

Number of employees transferred in or out of a profile.

The Transfer in and Transfer out fields are expandable. That is, when you select the Can transfer into this staffing profile Schedule templates used in WFM defined for a certain type of employee with specific skills and work pattern. and/or Can transfer out of this staffing profile on the Planning Profile’s Transfer/Hire tab, the Planner identifies the list of profiles from which transfers are allowed and displays them under the Transfer in row of the profile. Similarly, a list of profiles to which transfers can be made is displayed under the Transfer out row. During optimization for transfers, the system transfers existing employees only. New hires are not transferred. Also, after an agent is transferred to a profile, the same agent cannot be transferred to a different profile and cannot be transferred back to the original profile.

Attrition

Tracks your predicted attrition on the Profile in terms of employees on a monthly (or weekly) basis. This field displays the actual number of employees as calculated from the attrition percentage. Attrition is interrelated with Attrition %. The system uses this information for planning.

This value is editable on the plan if Attrition Measure is set to Count.

Attrition (%)

Used to track predicted attrition. If you enter attrition as a percentage, the actual number of your employees is calculated. Otherwise, this field displays the percentage of employees as calculated from the fixed attrition number. Attrition (%) is interrelated with Attrition. The system uses this information for planning.

This value is editable on the plan if Attrition Measure is set to %.

Hours per Week

Weekly hours for each profile for each week or month. Following optimization, all cells in this row are equal to the minimum weekly hours specified in the profile dialog.

Total Hours

Total hours for each profile per interval.

Total hours for each profile per interval (hours per month or week multiplied by the headcount). Hours per month is calculated using hours per week and hours of operation. The values in Total hours are calculated and not editable.

Overtime per Week

Number of weekly overtime hours for each profile and for each week or month. By default, this value is set to 0. This number is added to the total working hours for that month (or week) and the monthly (or weekly) cost is calculated accordingly. Shrinkage factors do not apply to overtime hours.

Total Overtime Hours

Total overtime for each profile per interval.

Total overtime hours per profile per period (overtime hours per month or week multiplied by the head count). Overtime hours per month is calculated using overtime hours per week and hours of operation. The values in Total Overtime hours are calculated and not editable.

Average Vacation Hours per Headcount

Average vacation hours per headcount per profile for each week or month. The values in this row default to the paid vacation hours per scenario divided by the number of weeks (months) in the scenario.

Planned Reduction

Number of employees by which the headcount is planned to be reduced per month or week. This field defaults to zero. This field is essentially the same as the Attrition field. However, there are few differences between these two fields. The system does not plan for attrition, but you can create a plan for planned reductions. Also, during the planning for planned reductions, the system removes agents only from the initial head count; it does not impact new hires in the scenario. Attrition impacts total head count.

Headcount

Total headcount.

Effective Headcount

Headcount including alterations for training and transfers.

Shrinkage (%)

A value accounting for time that employees are not doing work they are scheduled for. This is as a result of actions such as illness, jury duty, or family emergencies.

Occupancy (%)

Predicts the occupancy level of the employees based on the load they face on the work queues that they work.

Effective Total Hours

Shows the actual number of hours that are worked in a week based on scheduling efficiency, Attrition, Effective headcount, and the different Staffing Profiles Pane hour fields.