My WFM system catches the normal intervals well, but struggles during special weeks (like holiday weeks and such). This allows me to be confident in creating interval level forecasts during those weeks and plan accordingly.
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how many weeks for historical data is used. I am looking for an easy to use product for call center agent schedule based on historical data. I would like to use the prior years 4 weeks (one month) of data for this the calculation for staffing. I need to schedule on an hourly bases (24 hr call center). Thank you for your time
If you are asking specific to the SS Intervals, it uses the intervals from up to 7 weeks to get an arrival pattern for you. So, it lets you know the time of day that calls will happen and how long they will take to be answered on average. From there Erlang models can be applied to translate that into number of agents by interval.
As far as scheduling the agents to these arrival patterns, you should check out our scheduling products, SS Schedules and SS Schedules, Lite. As a part of these programs, it will take your forecast and translate it into agents required and schedule the agents to meet the demand.
We use 15 minute intervals for scheduling, not 30. Is there any way to modify the interval increments?
Yes, we are able to make some customizations like this for our customers. If you would like to go forward with this, send your request to support@SpreadsheetScheduler.com, along with your order number for our reference, and we can create this modification for you.