Wfm Real Time Analyst Interview Questions and Answers

Service level and occupancy have a positive correlation.

• Service level is the percentage of calls answered within a specific time frame.

• Occupancy is the percentage of time agents spend handling calls.

• Higher occupancy can lead to lower service level as agents may be busy with other tasks.

• Lower occupancy can result in higher service level as agents are readily available to answer calls.

• Optimizing occupancy levels is crucial to maintain a balance between service level and agent u...read more

Workforce management involves optimizing the productivity and performance of a workforce. Shrinkage refers to the time that employees are not available to work. SLA Bridge is a tool used to monitor and manage service level agreements. Real Time Analyst work involves monitoring and adjusting staffing levels in real time to meet service level goals.

• Workforce management focuses on optimizing the productivity and performance of a workforce

• Shrinkage refers to the time that employe...read more

SLA is calculated by dividing the total number of completed tasks within the agreed time frame by the total number of tasks.

• SLA = (Number of completed tasks within the agreed time frame / Total number of tasks) * 100

• Agreed time frame can be defined based on the specific requirements or industry standards

• SLA can be measured for various metrics such as response time, resolution time, etc.

• Example: If there are 100 tasks and 90 of them are completed within the agreed time frame, ...read more

Concurrency is the number of tasks that can be executed simultaneously in a system.

• Concurrency is important in real-time analysis to ensure that the system can handle the workload.

• Formula for concurrency is: Concurrency = (Total workload in seconds) / (Average handling time in seconds)

• For example, if the total workload is 3600 seconds and the average handling time is 10 seconds, then the concurrency would be 360.

• Concurrency can be increased by optimizing system resources and ...read more

I perform various reports related to call center metrics and real-time performance.

• Real-time adherence report

• Service level report

• Average handle time report

• Abandoned call report

• Forecast accuracy report

Pivots are points of rotation or change in direction, often used in data analysis to summarize and analyze large datasets.

• Pivots are used to summarize and analyze large datasets by reorganizing and restructuring the data.

• They allow for easier visualization and interpretation of complex data relationships.

• Pivots can help identify trends, patterns, and outliers in the data.

• Common examples of pivots include pivot tables in Excel or pivot charts in data visualization tools.

Real-time analysts must have strong decision-making capabilities to quickly assess situations and make informed choices.

• Ability to analyze data quickly and accurately

• Prioritizing tasks based on urgency and impact

• Adapting to changing situations and making decisions under pressure

• Utilizing technology and tools effectively to make informed decisions

• Communicating decisions clearly and effectively to stakeholders

VBA macros are automated scripts written in Visual Basic for Applications to perform repetitive tasks in Microsoft Office applications.

• VBA macros are used to automate tasks in Excel, Word, PowerPoint, and other Microsoft Office programs.

• They can be used to create custom functions, automate data manipulation, and enhance productivity.

• VBA code is written within the Office application and can be triggered by user actions or scheduled events.

• For example, a VBA macro in Excel can ...read more