Forecast volume and build the schedule

Forecast contacts per 30 minutes, see the agents you need, build a two-week schedule and track adherence.

For: Supervisors and workforce planners

Steps

Go to MetriQA → Schedules → Settings and check handle time, service level, occupancy and shrinkage per channel. Set each agent's availability (agents can also set their own).
On Forecast, choose the channel (calls, chat or email), the queue and the week, then select Forecast and build schedule.
The forecast uses the same weekday and half hour over the last weeks, the recent trend and Malaysian public holidays. Calls and chat are staffed with Erlang C, email by workload.
Red bars on the staffing chart are half hours with fewer agents than needed. Add a shift by hand to fill a gap.
On Schedule, check the draft shifts (dashed), holidays and leave, then select Publish schedule. Agents only see published shifts.
Approve or reject leave and swap requests on Requests. Approved leave removes that day's shifts.
Adherence shows who should be working right now against their softphone status or presence, and each agent's adherence this week.

Rebuilding the schedule replaces only draft shifts the planner made; published and hand-made shifts stay and count as cover.
Lunch is the hour four hours into a shift, with 15-minute breaks after two and six and a half hours.

Still need help? Contact support

Forecast contacts per 30 minutes, see the agents you need, build a two-week schedule and track adherence.

For: Supervisors and workforce planners

Go to MetriQA → Schedules → Settings and check handle time, service level, occupancy and shrinkage per channel. Set each agent's availability (agents can also set their own).
On Forecast, choose the channel (calls, chat or email), the queue and the week, then select Forecast and build schedule.
The forecast uses the same weekday and half hour over the last weeks, the recent trend and Malaysian public holidays. Calls and chat are staffed with Erlang C, email by workload.
Red bars on the staffing chart are half hours with fewer agents than needed. Add a shift by hand to fill a gap.
On Schedule, check the draft shifts (dashed), holidays and leave, then select Publish schedule. Agents only see published shifts.
Approve or reject leave and swap requests on Requests. Approved leave removes that day's shifts.
Adherence shows who should be working right now against their softphone status or presence, and each agent's adherence this week.

Rebuilding the schedule replaces only draft shifts the planner made; published and hand-made shifts stay and count as cover.
Lunch is the hour four hours into a shift, with 15-minute breaks after two and six and a half hours.

Still need help? Contact support