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WFM Formulas

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arumugam.kcs2016
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101 views

WFM Formulas

Uploaded by

arumugam.kcs2016
Copyright
© © All Rights Reserved
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Subject

AHT
Aux %
Idle(Avail)
Abn%
Hold %
ATT(average talktime)
ACW(After call work)
Avg Hold(Average Hold)
ACD%
ACW%
Absenteeism%
Answering %
Spike in Offered
Rostered
Present
Shrinkage (With WO)
Shrinkage (Without WO)
Effective Occupancy
Service Level
Real Utilization
Productivity/Agent
Rostered capacity of calls can be handled
MAFI %
Communication %
Attrition
Man power required
Shift Adherence
Formulas
(=(Total of ACD+ACW+HOLD)/Calls)- (Sum of (ATT+ACW+Avg Hold)
(=AUX/Total Staff time)
(=Avail/Actual Staff time)
(=Abn Calls/Offered) - (=(Offered Call-Answred call)/Offered Calls)
(=Hold(ATT+ACW+HOLD)
(=Total ACD time/Calls)
(=Total ACW time/Calls)
(=Total Hold time/Calls)
(=ACD(ATT+ACW+HOLD)
(=ACW(ATT+ACW+HOLD)
(=Agent not turned up to office/Rostered)
(=Answered calls/Offered Calls) or (Offered-Abn)/Offered)
(=offered/Projection)
(=Strength-(WO+AL))
(=Rostered - UL)
(=(WO+AL+UL)/Strength)
(=(AL+UL)/Strength)
(=Calls*if(Current AHT>Target AHT,Target AHT,Currect AHT)/60/480)
(=Total No. of Calls picked within SLA Sec/Total No. of calls offered)
(=Total ACW time+Total Hold time+Total ACD Time)/Total Staff time
(=Total No. of Calls answered/No. of Agent present)
(=Rostered*Target Occupancy*8*3600/AHT)
(=No. of MAFI/No. of Monitorings)
(=Comm. Scorred/Comm.Scorrable)
(=no of attrition/(average of(opening & Closing head Count for the month) no of att/avg HC
(=Average last 4 weeks calls offered*target AHT/occupancy/1800/8)
(=Total no.of default attempt/total no. default)
No of employee left 3
Opening HC 30
closing HC 32
avg no of employe 31
10% 10%

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