FTE forecasting

ForeScite™ provides more accurate staff (FTE) forecasting by simulating productive and unproductive time the way they occur within the contact center.

 

ForeScite™ allows users to establish flexible operating parameters to provide the most accurate staffing forecast. For example:

• Contacts from the Market Forecast Module can have different AHTs, service goals and efficiencies. Contacts are blended to provide an accurate depiction of productive time requirements, including an occupancy goal.
• Average handling times are sensitive to new hire plans. New hire and proficient agent AHTs are blended to provide a daily target for the AHT for a contact handling group.
• Unproductive time categories can be flexibly defined. ForeScite™ also allows unproductive categories to be dependent on one another. For example, breaks may be adjusted for people who may be out on vacation.
• ForeScite™’s autobalance feature automatically adjusts overtime and undertime on a daily basis to provide input on time required to meet service goals.
• Overrides are provided for holidays or other days when centers may not be operating during normal hours.