Workforce Planning

The agent must be granted the Workforce Management level of LinkLive Reporting access to view Agent Scheduling. 

The Workforce Planning report can be accessed from the View menu and shows historical activity detail by time period for the dates selected for the hunt group or hunt group grouping. This information can be very useful to the contact center leader or supervisor who needs information on historical volumes at a granular level so he or she can plan staffing levels. The Workforce Planning report is shown below. 

Users have the ability to output reports in CSV format. These options can be delivered over multimedia (email, secure inbox, or file transfer). 

The selected dates/times displayed can be altered by clicking on the Options drop down menu and clicking Select Dates/Times. 

Additionally, the Assumptions and Targets values at the top can be edited. The highlighted numbers in the Sessions and Results Table signify that a higher number of available agents for those dates and times is recommended. 

Assumptions and Targets Definitions: 

Average Session Duration: How long sessions lasted (on average). For inbound handled sessions this uses the “handle time.” Otherwise, this uses the session duration. 

Average Wrap-up Time: The average amount of time an agent spent in wrap-up. Wrap-up time is defined as the time an answering agent remains in the session after the customer has left. 

Target Answer Percentage: The target (goal) percentage of calls that are answered within the “Target Answer Seconds.” 

Target Answer Seconds: The Service Level goal (number of seconds desired to answer a call within). 

Probability of Blocked Session: Percentage chance the caller will be blocked (no agents available to take the call). 

Sessions and Results Table Definitions: 

S/I: Average Sessions in Interval 

D: Average Session Delay (seconds) 

A: Number of Agents Required 

S: Simultaneous Active Sessions