Q: 7
[Contact Center Analytics]
A contact center manager wants to measure improvements to capacity planning operations after the
implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management
system?
Options
Discussion
B imo
Hard to say, B here. Agent utilization directly reflects how well staffing levels match demand after implementing a workforce management tool. Closed cases (A) is more about overall output, not efficiency of planning. Anyone see a legit case for C?
B tbh
Wouldn't number of closed cases (A) also show improvement in capacity if more can be handled after the new WFM system? Or is it less relevant than utilization?
B , A is tempting but doesn't measure capacity planning improvements.
B here since agent utilization tells you if you're actually adjusting schedules to meet demand after implementing a workforce tool. Number of closed cases (A) could go up for unrelated reasons, so it's not really about capacity planning. Open if someone disagrees but pretty sure on this.
Pretty sure it's B. Agent utilization shows if the workforce management system is helping match schedules to demand, which is the core of capacity planning. Closed cases might go up for other reasons, so not as direct. Open to counterpoints if anyone disagrees.
I don’t see how A or C really tie into capacity planning as much as B does. Agent utilization actually shows if the new WFM system is optimizing staff resources. Pretty sure the trap is picking A just for activity, but that doesn’t prove better planning. Agree?
Why not C for deflection rate here? Isn't that sometimes used with WFM systems or am I off base?
B is the way to go since agent utilization directly ties to capacity planning and WFM improvements. Number of closed cases or deflection rate don’t really measure resource optimization. Pretty sure about B, open to other views though.
Be respectful. No spam.
