Sister system
Workforce management, forecasting, and scheduling
WFM forecasts how many people you need and then builds schedules. It does not route the call. The contact center still owns the queue.
What you configure
- The same agent identifier in the ACD and in the WFM feed.
- Interval length, usually 15 or 30 minutes, in the contact center's timezone.
- Average handle time, shrinkage, and the queue or skill the forecast is for.
- A schedule that can be wrong if the forecast interval does not match the ACD export.
Teaching load calculator
Offered load in erlangs is calls per hour times average handle time in seconds, divided by 3600. Erlang B below is the iterative form. Erlang C is reported only as a teaching probability of waiting. It is not NICE, Verint, Calabrio, Genesys, or Webex Workforce Optimization.
Troubleshooting
- Adherence stuck after logout: the logout event never arrived.
- A missing interval stays missing unless the product documents a backfill.
- A renumbered skill looks like a new queue, so yesterday's forecast no longer matches.