Capacity planning 💥 | Weekly wise Inbound | WFM Important Interview Questions

[@nanettereyes]

I like your presentation and explanation. Thank you!

[@Techno49]

Thanks, appreciate you 🙏

[@pesssoabartelt]

Useful thx 4 shareing.

[@Techno49]

Thanks 👍

[@poonamsethi4822]

Good work, thanks for putting up valuable content about WFM

[@Techno49]

Thanks 👍

[@relaxationofsoul4626]

Out standing sir , Really explained the concept in a simplified way
Than you sir

[@Techno49]

Thanks

[@sriramharish7700]

This video is much helpful

[@Techno49]

Thanks 👍

[@Write2SK]

Very helpful, easily explained 👌

[@Techno49]

Thanks 👍

[@Justrelaxx101]

Absolutely amazing! Thank you!!

[@Techno49]

Thanks

[@ramazkutateladze538]

Well done mate! keep up the good work!

[@Techno49]

Thanks 👍

[@kallurisaikumar1546]

Thank you so much 🙏

[@Techno49]

Thanks 👍

[@mkfupmics3777]

Thanks for your great explanation. Do you have a published video explaining how to use Shrinkage, Occupancy, AHT in order to prepare or specify the required manpower/agents per interval?

[@Techno49]

please check out videos, i have uploaded same

[@mkfupmics3777]

@@Techno49 I couldn't find any. Would you please provide me with the titles?

[@nirmalagrace6932]

Hi want to know how to do the capacity planning for outbound calls for the using inbound agent

[@Techno49]

Thanks 👍, will make video on this

[@kiranvijusarode9764]

Hi want one clarification ], why you taken agent req/85% ( 40.59/(1-15%)

[@Techno49]

Hi, 85% is occupancy and expecting 85% time , agents would be occupied. 15% is shrinkage, it means out of 100%, 15% time , agents will be on unproductive auxes.

[@karishmakapoor5844]

Do you take classes also for capacity planning

[@Techno49]

Not right but planning in future, Thanks

[@jithinjoel]

Informative video , Is it possible to share the excel sheet?

[@Techno49]

Thanks 👍, I work on Google sheet please

[@dantamabieli]

How do you calculate how many calls an agent can do in an 8 hour shift, with 3 x different AHT - AHT 1 = 30 Minutes, AHT 2 = 60 Minutes, AHT 3 = 120 Minutes. Shrinkage is 34%, and contention is 67% Occupancy is 75%

[@Techno49]

Thanks 👍, I have made videos for same, pls check out

[@leanrenzogabrielgenosas9318]

@@Techno49 what is the title of the video?

[@RajeevKumar-rw6nt]

Hi there, I really appreciate your efforts and time...just need to know how you calculate *Agent Call per agent*..Van you rephrase how you got 3600 seconds figure.. What figure you multiply with in order to get 3600? Thanks in advance for your valuable support....

[@Techno49]

3600 are seconds since calculation is done in seconds for workload.. calls per hour is calculated as 3600/AHT also. 1 hour has 3600 seconds

[@saifvillers1612]

Just had a confusion, Capacity Planning & Resource planning are same thing ? And what about Seat Planning ? please help.

[@Techno49]

Hi, next video will be soon on capacity planning and resource planning and then seat planning

[@yeshwanthn61]

Hi
Are there any courses to learn Planning, forecasting and scheduling/Rostering for WFM?

[@Techno49]

I would start having live videos for WFM topics soon

[@BURAKERASLAN-b6t]

Hello,
What is the reason for determining the occupancy rate as 80%?
What should we pay attention to when determining this rate?

[@Techno49]

Hi, occupancy is taken as per the industry standard and historical calls data.
We need to check call arrival pattern, AHT , shrinkage, calls,

[@yeschandramani]

Should we not add the calculation here for week off also
As I wanted to know how may heads We should hire (for this simulation?)

[@anandtoraskar7899]

He explained calculation for 5 days only in week, 2 days are week off, you can adjust same in "shift" column calculation..

[@Techno49]

Thanks, i have done calculation on 5 days working, 2 week offs. HC would be fluctuated on the basis of call volume day wise and 1 agent would be having 2 week off in a week. So HC would be as per calculation

[@arpithanayak8125]

How can calculate the shrinkage

[@Techno49]

Hi, I have made video on shrinkage also, pls check

[@adwitiyamukherjee2644]

How do we derive shrinkage at 15.33% and not any other number. Please share the calculation

[@Techno49]

Thanks 👍, I have taken random numbers for calculations. Shrinkage needs to be factored in as per past Trend 📈

[@sahilrathi7406]

What is occupation where did we get its reference

[@Techno49]

Hi, This is used in every occupation to find out the workload and number of people required to get the work completed

[@Rlly12332]

How to calculate shrinkage

[@Techno49]

Please check out shrinkage calculation video on my channel, all WFM related videos are there in channel

[@safipanja1128]

How to calculate for monthly??

[@Techno49]

Hi, I have made video on monthly wise also, pls check in our channel

[@badihf3747]

What if we work 7 days a week with 11 hour shift but each agent has 8.5 hour shift and works 5 days?

[@Techno49]

Please just take 7 days instead of 5 days

[@mohamedbesses4816]

Dear , thanks for your support , but if we include the SLA 80% & Service time 60 seconds what about the required
note: i use the Erlang C formula and the required with shrinkage the occupancy will be around 34% so when i decrease the AHT to 150 seconds and keep the other factor the required will be avg. 101 agnets
so seeking your support

[@Techno49]

While using erlang c , agents required would be higher than manual calculation in excel pls.
If AhT is reduced which would reduce the number of required agents also
You can use fractional agents function in erlang to get the agents required and need SL, service time, call, AHT, occupancy

[@DragonSomx-h3g]

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[@Techno49]

Thanks