Net Staffing Report

This report provides statistics per queue that enable managers to make staffing decisions during the course of the day (intraday).

Most of the statistics in this report are also available in the Queue Analytics section.

This report is not intended for back office use.

Net Staffing

Default Access Rights

This report can be run by the following roles: Scheduler, Retail Regional Manager.

Inputs

The parameters for this report are the same as the Daily Forecast Assessment report.

If you select two or more queues, the report shows statistics for each queue individually and then shows statistics for the combined queues.

If you select one or more queues belonging to a non-skilled scheduling period, the report will produce data only for Combined - Phone.

For non-skilled periods, some data are only stored for the combined queues. Although you can select individual queues for non-skilled scheduling periods, Net Staffing cannot be calculated in these instances.

Outputs

  • Queue Name: The name of the queue from the Queue Analytics section.

  • Date: The date of the net staffing statistics.

  • Interval: The report provides net staffing calculations at 15 minute intervals. Each row on the report represents a fifteen minute interval for the date indicated. All fields in the row apply to the time interval displayed here.

  • CV Forecasted: Volume of forecasted calls from the Queue Analytics section.

  • CV Actual: Volume of actual calls from the Queue Analytics section.

  • CV Absolute Deviation: Absolute value of forecasted volume less actual volume.

  • CV % Deviation: Ratio of forecasted volume to actual volume, expressed as a percentage
    [(forecasted calls) / (actual calls) - 1].

  • AHT Forecasted: Forecasted average handle time (AHT) in seconds.

  • AHT Actual: Actual AHT in seconds.

  • AHT Absolute Deviation: Absolute value of forecasted AHT less actual AHT.
    [|(forecasted AHT) - (actual AHT)|]

  • AHT % Deviation: Ratio of forecasted AHT to actual AHT, expressed as a percentage.
    [(forecasted AHT) / (actual AHT) - 1]

  • Staffing Required: Ratio of staffing forecasted to forecasted full-time equivalent (FTE) multiplied by the required FTE.
    [((staffing forecasted) / (forecasted FTE)) * required FTE]

    Where:

    • Required FTE: Calculated for each queue and represents the staff needed to meet service levels for the queue if staffed with a single skill (dedicated environment). For a combined queue, as represented for a skill-based campaign, the required FTE is the sum of the requirements for each queue. Note that for a non-skills campaign, there is only a single requirement generated for the combined forecast.

    • Forecasted FTE: Calculated for each queue by aggregating the expected contribution of each employee with the corresponding skill. Because skill-based routing introduces leveraging of employee time across multiple queues, the total expected contribution for a particular employee can be more than 1 FTE for a skill-based campaign. When the combined queue results are totaled for a skill-based campaign, you could have more FTEs forecasted than there are staffing forecasted. The forecasted FTE should match the FTEs Forecasted from the section.

    • Staffing forecasted: Number of employees scheduled to handle volume. For each queue, this is the number of employees scheduled for activity who have the appropriate skill assigned. For the combined queue, this is the total number of employees scheduled for activities. This value should match the Staffing Forecasted as displayed in the section.

  • Staffing Forecasted: Number of staff scheduled from the Queue Analytics section.

  • Net Staffing Forecasted: Number of staff scheduled less the number of staff required. This is the same net staffing calculation used by the suite (staff scheduled - staff required).

    The staff required calculation is based on the ratio of Staffing Forecasted to Forecasted FTE (Staffing Forecasted / Forecasted FTE). Then, the ration is multiplied times the Required FTE.

  • Staffing Actual: Actual staff number from the Queue Analytics section.

    • The actual staff depends on how the staffing value is being collected. It is either the number provided by the ACD integration, or the number calculated by the Staffing Calculator adapter. This value should match the Staffing Actual as displayed in the section.

  • Net Staffing (Forecasted - Actual): Number of staff scheduled less the number of actual staff. This is not the same net staffing calculation used by the suite (staff scheduled - staff required).

  • Actual Service Level: Actual service level from the Queue Analytics section.

  • Forecasted Service Level: Forecasted service level from the Queue Analytics section.

Related topics 

Daily Forecast Assessment