WFM (Workforce Management) Formula

Hi,

Could somebody please help me with different Excel formulas used in WFM in contact center for Utilization, Occupancy, Schedule Adherence, Shrinkage, AHT, forecasting, scheduling, Absenteeism, Planning etc with example.

Also basic terminology used in WFM.

Thanks

Sounds like you are wanting to avoid the costs of an extremely expensive WFM solution. If I were you, I would look into SpreadsheetScheduler.com with their WFM Scheduling spreadsheet and Call Center Volume/AHT forecaster.

They have free products you can download as well.