How To Create Chat Process Capacity Plan | Concurrency Calculation | WFM Call Center Knowledge

How To Create Chat Capacity Plan | Concurrency Calculation | WFM Call Center Knowledge
Hello friends , This video talks about concurrency calculation on the basis of chats and engaged time given. Then , how to create chat capacity plan weekly wise with the help of forecasted chat, AHT, Shrinkage, Attrition, Occupancy, Working days, Working hours and find out workload, required FTE with shrinkage. Production headcount.
Capacity planning determines the volume a single live chat support services team can successfully manage to fulfill present and future needs. Every chat support services manager must know how much work their team can do while meeting your established SLA requirements.
Capacity planning, which is also known as resource planning or strategic workforce planning, is the process of determining how many workforce resources an organization needs today, tomorrow, and as much as five years into the future.
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