We are no longer judged on a traditional 90/30 type service level, it has now been decreed that our performance will be measured against the % of calls that are given a busy tone (All Lines Busy - ALB) and % that abandon.
Using Qmax, as well as its myriad of other failings, obviously won't allow us to forecast or staff against these metrics.
I have some custom written excel functions that i use to forecast agent requirement etc, these should enable me to forecast the abandon calls and using a little VBA i'm fairly confident i can build something that'll allow me to staff to a level that will keep us within the allowable abandon rate.
Does anybody have any idea of how i could forecast the ALB though? I do have a function that calculates the % likelyhood that a call will be given a busy tone, is it simply a case of applying the % chance for the period against the volume or is that too simplistic?
Anybody else have any experience of this sort of performance measure? If so have you ever used an off the shelf WFM or do you use a custom model of some sort? |