T-Plan

Contents

What does T-Plan do?

Forecasting

Daily planning

Budget planning

What does T-Plan do?

T-Plan provides workload forecasting based on historical data, plus day-to-day planning, and budget planning. T-Plan can be used as a workforce management tool in its own right for a small call-centre, or as a complementary toolkit to one of



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Forecasting

Future workload os forecasted based on historical ACD data (which must be provided to T-Plan in a suitable format for T-Plan's data import facility). The forecast is used to create a plan of workload.

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Daily planning

For a plan of workload, agent requirements for each interval are calculated, together with the expected performance (service-level, abandons, etc.) for the actual number of agents planned to be assigned. A plan can be derived from forecasting

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Budget planning

A budgeting plan can be created from basic information, such as current weekly call volumes, growth rate, day-of-week and time-of-day factors, and calculating agent requirements. The budgeting plan is a year of projected workload, with agent

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