Excel WFM models & scheduling to meet a service goal
I have Excel models that I have used for many years. When tested and using the same inputs as I would using EWFM Aspect and Total View will produce the same results.
I have just started with a new company and the question was raised, can we forecast the abandoned rate.
The inputs are,
Call Volume, Arrival Pat, AHT, Service Level 80/20, Productivity, Absence and Leave, Scheduled Staff.
The out Puts are,
Required Staff, Over Under, Traffic Intensity, Agent Occupancy, Erlang-C Function, Immediate Answer %, Forecast service level, ASA
1) Can some one tell me the formular I need to use forecast the abandoned rate using Excel and using some of the above data or do I require additional information.
2) Is it better the to staff to abandon rate or target service level, (i have alway staffed to SL)
Any help with be much appreciated.