Hi all,
I was wondering if any one knows of a software package that can forecast service levels on a weekly or monthly basis depending on the amount of staff that I have on the fly?
Let me explain a little more in detail. I am working currently with Aspect. I can use the tool to give me a forecasted service level using assumptions on AHT, volume, shrinkage etc. but what happens a lot is that management would like to see what they would look like if they received less calls in increments or added more staff or can reduce the AHT or all 3. to do this I need to enter all the new assumptions to calculate my new expected service level. This is time consuming and management some times does not understand the amount of time that is needed to produce the results.
I understand that call arrival patters and schedules have a big impact on my final expected service level but does any one know of any software available (or any way in aspect) that can allow me to simply add the new volume AHT etc and produce a “ballpark figure for a weekly or monthly time frame. All I have been able to find only can do it on interval level
Thanks in advance
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