Prognosis based on historic data

The target forecast is a key component of the workforce management process, and it is very important that it is based on accurate data.

XLScheduler produces a target forecast based on your actual historical data collected from your telephone system. The main principle is that previous days of a certain type are the basis for forecasting future days of the same type. Holidays and other unusual traffic days can be treated as special days based on call data from the same day previously years.

If your operation has multiple sites or is multi skill based, call traffic can be divided into different channels in order to forecast each separate part of your business. For multisite operations, rules can be set up for splitting call traffic between sites. Targets can also be made for non-call activities such as e-mail, back office and supervising. It is of course possible to adjust the forecast manually if you know for some reason the traffic will be higher or lower than the forecast estimates.

Erlang C

The target forecast is calculated using Erlang C, a formula generally accepted in queue theory, a forecast can be made as to the number of agents you need to schedule every 15 minutes of the day. The Erlang C formula calculates the number of operators needed based on number of calls, average handling time, and your required service level.