Workforce Capacity & Planning Intelligence

Updated: 2024-01-15 14:32
Forecast MAPE
8.3%
Total Shrinkage
28.4%
Schedule Efficiency
0.94
OT per 1K Contacts
14.2 hrs
Attrition (30d)
4.8%
VTO/OT Ratio
0.38

Forecast vs. Actual Volume & Staffed FTEs (Current Week)

Shrinkage Decomposition (Weekly)

Schedule Efficiency Index by Day

Forecast Accuracy by Day-Part (MAPE %)

Mon
Tue
Wed
Thu
Fri
Sat
Sun
Early
6.2
5.8
7.1
6.5
11.2
8.4
9.1
Peak
10.5
8.7
9.3
12.1
15.8
7.9
8.2
Midday
7.8
6.9
7.4
8.1
9.6
10.3
8.5
Afternoon
9.2
8.4
11.7
9.8
13.2
8.9
7.6
Evening
6.7
7.3
6.1
7.9
8.8
9.4
10.6
<10% (Good)
10-15% (Caution)
>15% (Critical)

OT Hours per 1K Contacts (8 Weeks)

Average Handle Time Drift (Weekly)

Attrition & Pipeline Coverage by Skill Group

Skill Group Current FTEs 30d Attrition 90d Projected Loss In Pipeline Coverage Ratio
Customer Service 342 4.2% 43 52 1.21
Technical Support 186 5.9% 33 28 0.85
Sales 124 6.4% 24 31 1.29
Billing & Accounts 97 3.8% 11 15 1.36
Escalations 68 4.1% 8 11 1.38
Retention 54 7.2% 12 9 0.75
Total / Avg 871 4.8% 131 146 1.11