The values you can alter are:. CC-Excel introduces nine Erlang call center functions to Excel for estimating call handling performance. This staffing table is included with CC-Excel in an example workbook.
It is a fully working call center staffing tool that supports 15, 30 and 60 minute intervals. You can use it as-is or build on it to design your own worksheets that can be as simple or as complicated as you have the time and imagination to develop! Ansapoint is a Windows version of the call centre calculator on this page. It helps you work out how many agents and lines you need at a call centre in order to answer your incoming calls and meet your service targets. Ansapoint can work with 15, 30 and 60 minute intervals and allows agent availability factors to be defined so that your calculations take staff breaks into account.
You can also perform reverse calculations to estimate the volume of calls that your existing agents can reliably handle. It can be used on weekly or monthly data. No need to enable macros or to install the Solver Excel Add-in. Uses two different algorithms, which should make it more suitable for a variety of different industries.
You can upload a comma separated variable CSV file, paste your data into the form, or import some example data. For an example of the file structure you can download this file: Example CSV File You will first need to format the data into two columns. Please note that the dates need to be in either Monthly format — mmm-yyyy, e. Cut and paste dates and values into the form box You can simply cut and paste values from 2 columns in an Excel worksheet and put them into the date box and press submit.
Import a data example We have prepared an example file with 5 years of data that will enable you to test out the tool. Forecasting Tool Outputs After a short delay, you should see the outputs on the second screen. Report output We also show below a report that contains the actual data that you submitted as well as the forecast values for the two algorithms.
Terms and Conditions Use of our Forecasting Software is subject to our standard terms and conditions. Rate the forecast We have also included a rating section on the second page that allows you to rate the forecast and let us know which forecast generates the most accurate results.
Related Reports. Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Weekly Newsletter. Editors Pick. Upcoming Webinars. Real-time analysis of individual calls and calls handled within an hour, a day, etc.
Among the most important measurements here are the speed with which calls are answered, average call-handling times, percentage of calls abandoned, and number of interactions on hold.
Multi-Channel Forecasting Customer communication is not handled only through a telephone anymore. With the introduction of multi-channel environments email, fax, Internet , customers now have a wide range of options, and an equally wide range of expectations in how a company responds to their needs.
While this makes forecasting call center volume more complex, it is a necessity for any workforce management solution to incorporate multi-channel capabilities. This makes it easier to discover, for example, how many customer engagements are now handled via email, how that impacts call volume to a call center, and how that center should adjust to meet its service goals. To learn more about accurate call center volume forecasting, you can also watch our call center forecasting tool video in our demo center.
An engaged workforce is associated with […]. Request a free demo, and we will show you how Verint Monet Workforce Optimization solutions can help you quickly and easily optimize all aspects of your workforce, resulting in better utilization of resources, effective cost management, and improved service levels.
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