Agent Capacity Planning & Workforce Forecast Accuracy

Meridian Health Partners • 680 Agents • 5 Queues

Weekly WAPE
14.2%
+2.4pp vs target
Schedule Adherence
87.3%
-2.7pp WoW
Cost-of-Forecast-Error
$23.4K
+$11.4K vs goal
Occupancy Rate
81.4%
Within target 80-85%
Shrinkage Variance
+3.8%
Actual vs planned
AI Deflection Accuracy
91.2%
+1.8pp WoW

Forecast vs. Actual Contact Volume (13 Weeks)

Week 5 spike: Unforecasted mailer to 180K members drove 34% Billing queue volume increase. WAPE hit 28.4%, CoFE peaked at $41.2K.

Cost-of-Forecast-Error Breakdown (Last 4 Weeks)

Schedule Adherence Rate by Team

Service Level Adherence by Queue & Interval (Last 5 Days)

8-10am
10-12pm
12-2pm
2-4pm
4-6pm
6-8pm
8-10am
10-12pm
12-2pm
2-4pm
Member Services
94%
91%
84%
89%
92%
86%
93%
90%
85%
91%
Claims
96%
93%
91%
94%
95%
92%
94%
91%
90%
93%
Nurse Triage
98%
97%
96%
95%
97%
96%
98%
96%
94%
97%
Billing
82%
76%
71%
79%
83%
81%
84%
80%
75%
82%
Scheduling
91%
89%
87%
90%
92%
88%
91%
89%
86%
90%
≥90% (Target Met)
80-89% (Warning)
<80% (Critical)

Shrinkage: Planned vs. Actual (13 Weeks)

Occupancy Rate vs. Target (13 Weeks)

AI Deflection Forecast Error by Week

Weekly Forecast Accuracy & Staffing Variance by Queue

Queue Forecast Vol Actual Vol WAPE Planned FTE Actual FTE Variance CoFE
Member Services 8,420 8,680 3.1% 142 136 -6 $4,800
Claims 6,230 6,140 1.4% 118 119 +1 $600
Nurse Triage 3,910 3,870 1.0% 94 95 +1 $400
Billing 5,140 6,890 34.0% 98 92 -6 $14,200
Scheduling (AI) 4,620 4,510 2.4% 86 88 +2 $1,200
Total 28,320 30,090 14.2% 538 530 -8 $23,400
Last updated: 2 hours ago • Data from NICE IEX, Genesys Cloud ACD • Goal: Reduce CoFE to <$12K by Q3 end