Publications by Tesfahun Tegene Boshe
Workforce Management Planning with R
Introduction This project aims at creating a working workforce management plan for a chosen customer care unit. A workforce manager is responsible for forecasting the contact volume and staffing appropriate number of heads for the contact center. It Is therefore important to forecast the business volume, the inquiry rate, the number of contacts p...
6580 sym R (18027 sym/50 pcs) 5 img
ARIMA FOR DEMAND FORECASTING
Introduction In my last blog, I have discussed various forecasting methods and accuracy metrics. This blog is aimed at looking at ARIMA models in-depth. We will start with defining essential terms in time series analysis. Arima models require a stationary time series. It is important to stationarise the data in advance if it is not stationary. Wh...
8509 sym R (12338 sym/43 pcs) 20 img
WFM forecasting with R
Introduction Forecasting is the first important stage of workforce management planning. WFM forecastors create the forecast of ,including others, volume of conversations to be expected in some future time. Forecasting future contacts is a difficult task because of the uncertainty associated with the many factors that determine contacts as well as...
7101 sym R (7774 sym/65 pcs) 21 img
Schedule to Coverage
Introduction Let’s say you have just created a schedule for your workforce. If your workforce has the same shift start and shift end in all days, it should be easy to find how many heads you will have per interval. What if that was not the case? Most WFM schedulers have to create much more dynamic schedules with not only multiple shift start an...
2576 sym R (3432 sym/15 pcs) 2 img
WFM capacity planning, hiring plan and generating schedule shells
Introduction Capacity planning involves calculations that finally tell you how many FTE’s you will need in every interval. FTE is an abbreviation for ‘full time equivalent’. In the simplest terms, an FTE hours is equal to the number of hours a full time agent delivers in a certain time range. This means that FTE hours depends on the time ra...
6333 sym R (6299 sym/23 pcs) 2 img