Prometric Testing WFM Analyst Interview Questions, Process, and Tips

Occupancy refers to the percentage of time agents are busy on calls, while utilisation refers to the percentage of time agents are available to take calls.

• Occupancy is the ratio of time spent on calls to total logged-in time, while utilisation is the ratio of time spent on calls to total available time.

• Occupancy is a measure of how efficiently agents are being utilized, while utilisation is a measure of how effectively...read more

Service level is a key performance indicator that measures the percentage of calls answered within a specified time frame.

• Service level is typically expressed as a percentage, such as 80% of calls answered within 20 seconds.

• Factors affecting service level include call volume, staffing levels, average handle time, and scheduling efficiency.

• Improving service level often involves optimizing workforce management strategies...read more

WFM metrics are key performance indicators used to measure the efficiency and effectiveness of workforce management processes.

• WFM metrics include service level, occupancy, adherence, forecast accuracy, and shrinkage.

• Service level measures the percentage of calls answered within a certain time frame.

• Occupancy measures the percentage of time agents are actively handling contacts.

• Adherence measures how closely agents foll...read more

AHT calculation from given scenario

• Identify the total talk time and total hold time for a given period

• Add the total talk time and total hold time

• Divide the result by the total number of calls handled during the period

• The resulting value is the AHT for the given period

Utilization is the amount of time a resource is used, while productivity is the amount of output produced in a given time.

• Utilization measures the usage of resources, while productivity measures the output produced by those resources.

• Utilization is a measure of efficiency, while productivity is a measure of effectiveness.

• Utilization can be improved by reducing idle time, while productivity can be improved by increasing...read more

To prepare forecasting and scorecard, gather historical data, analyze trends, and use statistical models to predict future performance.

• Gather historical data on relevant metrics

• Analyze trends and patterns in the data

• Use statistical models to predict future performance

• Create a scorecard to track performance against goals

• Regularly review and update the forecasting and scorecard based on new data and changes in business c