Templates
Basic Staff Planning Framework
The ImmerseCX Basic Staff Plan is an operational tool designed for contact center capacity planning and resource forecasting. It provides a data-driven approach to determining headcount requirements by aligning volume projections with workforce variables.
Core Functionality:
Erlang C Integration: Calculates required staffing levels based on specific Service Level (SL) targets and Average Handle Time (AHT).
Proficiency Modeling: Incorporates a seven-week AHT learning curve to account for the reduced efficiency of new hires during the nesting and ramp-up phases.
Operational Shrinkage & Attrition: Factors in absenteeism, PTO, and internal shrinkage alongside production and training attrition to project net available staff.
Recruitment Pipeline Tracking: Manages up to 13 distinct hiring waves, including training duration and graduation timelines.
Financial Projections: Provides visibility into total paid hours and unit cost metrics based on defined hourly rates.
This template is designed to provide a realistic view of staffing gaps, allowing for more accurate budgeting and recruitment scheduling.
It helps align staffing with forecasted demand to support service quality, efficiency, cost control, and long-term success. This easy-to-use template includes all the core elements outlined in our capacity plan article.
Indexed Schedule Quality
Maximize workforce efficiency with this Indexed Schedule Quality Template. Designed to bridge the gap between staff supply and customer demand, this tool provides a granular, data-driven look at your scheduling accuracy while separating overall over or understaffed.
By comparing scheduled staff against indexed net requirements in 30-minute intervals, the template calculates an Indexed Schedule Quality score. This allows for identification of over or under-staffed intervals, enabling targeted changes to refine scheduling for peak operational performance.
Key Benefits:
Isolate Scheduling: By indexing, the general staffing to requirements is separated and only the fit to the interval level requirements is evaluated.
Optimize Resources: Ensure your team is perfectly aligned with business needs.
Identify Gaps: Visualize supply vs. demand mismatches at the interval level.
Quantify Performance: Generate a weekly "Indexed Schedule Quality" percentage.
Schedule Efficiency
A practical template for calculating schedule efficiency for any given week. This metric shows how closely workforce schedules align with demand. Regularly monitoring it and making adjustments helps reduce staffing gaps and improve resource utilization. The template includes all the key components outlined in our blog post.
Line Adherence
A spreadsheet-based template for tracking line adherence on a single day. This metric helps ensure optimal staffing by measuring how closely actual staffing levels align with requirements, supporting consistent and efficient service. The template includes all the key elements discussed in our article on the topic.