Scribd
Upload
292 views3 pages

WFM Metrics and Definitions Handbook (Updated)

The document provides definitions and formulas for various Workforce Management (WFM) metrics, including Service Level, Occupancy, Utilization, and Attrition Percentage. Each metric is described in terms of its significance and the formula used to calculate it. These metrics are essential for evaluating the efficiency and productivity of call handling operations.

Uploaded by

mailmeatsomnath2024
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
292 views3 pages

WFM Metrics and Definitions Handbook (Updated)

The document provides definitions and formulas for various Workforce Management (WFM) metrics, including Service Level, Occupancy, Utilization, and Attrition Percentage. Each metric is described in terms of its significance and the formula used to calculate it. These metrics are essential for evaluating the efficiency and productivity of call handling operations.

Uploaded by

mailmeatsomnath2024
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

WFM METRICS DEFINITION & FORMULAS

MATRICS DEFINITION FORMULAS


Service Level It is the contract between Calls answered within the threshold
organization to handled calls, time /Calls Offered - Abandon calls
email, chats, in contractual within the within the threshold time
thresholds
Occupancy It is the measure or percentage of Total Handled time/ Total handled time
time head counts are purely + Avail time
occupied on calls
Utilization It is the measure or percentage of Total Handled time+ Avail time / Total
time head counts are purely handled time + Avail time+ Aux(paid)
occupied on calls or waiting for
calls.
Shrinkage The percentage of staff time were Out office shrinkage Planned &
Percentage not productive (ex-absent, system Unplanned+ In office shrinkage
issue etc.) Planned & Unplanned/Total Scheduled
hours
Attrition The percentage of HC left the Attrition HC/ Opening HC & closing
Percentage organization or internal HC/2
movement
ASA The average time taken to pick up Total Calls Wait Time / Calls Answered
the call, once it is in queue.
Total wait time The total time taken to pick up the Total actual login hours / Total
call, once it is in queue. scheduled hours
Scheduled The total time following the Time in Adherence/ Total scheduled
Adherence scheduled as per plan. hours
Scheduled The total actual login hours Total actual login hours / Total
conformance delivered as per the standard scheduled hours
scheduled
Volume% or OTF% The percentage of calls offered Calls Offered / Calls Forecasted
against the forecast.
Handled to forecast The percentage of handled calls Calls Handled / Calls Forecasted
% against the forecast calls,
Aban% The percentage of abandoned calls abandoned / calls offered
calls against the offered calls,
Offered to Handled The percentage of handled Calls Handled / Calls offered
% against the offered
AHT The Average time take to handle Total talk time + Total hold time+ Total
the calls ACW time / Total calls answered

Chat concurrency The measure of multiple chats Total chat time/Total Engage time
handled per agent during pure
login hours.
Line adherence Following the staffing interval Total interval met/Total interval
required based on the target.
Staff time The total login hours of the staffs. Total handled time + Avail time+ Aux
time
Production Time The total time taken in activities Total handled time + Avail time
like taking calls, waiting for the
calls.
Productive Time The total time taken in activities Total handled time
like taking calls.
Work Load The total amount of work coming Forecasted calls * AHT
in during the period
Net Headcount Total net headcount required to Workload/shift length * working days
(100% occupancy) handle the calls with the 100%
occupancy.
Net Headcount Total net headcount required to Workload/shift length * working days*
(customized handle the calls with the occupancy
occupancy) customized occupancy.
Gross headcount Total gross headcount post Net Headcount/(1-shrinkage)/(1-
assumptions for maintaining net attrition%)
headcount
Model occupancy Occupancy projected by creating Forecasted productive time/
dummy schedules and using Scheduled hours
erlang.

Scheduled inflex It is nothing but extra staff Scheduled staff - Required staff/
scheduled due to constraints and Required staff
limitations
Scheduled It is the measure, how closely 1- Net scheduled staff / Required staff
efficiency matching the requirement with Scheduled inflex
minimum variance.
Forecast Accuracy The calculations of calls offered 1- Variance / Forecast Calls
based on the forecast.

Training through Its is the out of training batches, Head count certified/ head count
put head count appeared for appeared for certification
certification vs Head count
certified

You might also like