Wfm Rta Analyst Interview Questions and Answers

Workload is calculated on Interval basis by dividing the total workload by the number of intervals in a given time period.

• Total workload is divided by the number of intervals to get workload per interval

• For example, if total workload for a day is 480 minutes and there are 96 intervals (15-minute intervals), workload per interval would be 5 minutes

• This calculation helps in understanding the distribution of workload throughout the day

Re-forecasting is the process of updating a forecast based on new information or changes in circumstances.

• Re-forecasting involves adjusting a forecast based on updated data or changes in assumptions.

• It helps in making more accurate predictions and decisions.

• For example, in workforce management, re-forecasting may be done to account for unexpected absences or changes in call volume.

Workload is calculated by analyzing historical data on call volumes, average handle times, and other factors to determine staffing needs.

• Workload is calculated by analyzing historical data on call volumes

• Average handle times are also taken into account

• Other factors such as service level agreements and forecasted call volumes may be considered

• Staffing needs are determined based on the calculated workload

Re-forecasting involves updating forecasts based on new information or changes in circumstances.

• Review current data and assumptions

• Identify any changes or trends that may impact the forecast

• Adjust forecast models or algorithms as needed

• Communicate updated forecasts to relevant stakeholders

• Monitor actual performance against re-forecasted numbers

Shrinkage formula calculates the difference between scheduled and actual work hours.

• Shrinkage = (Scheduled hours - Actual hours) / Scheduled hours

• Scheduled hours are the total hours an employee is supposed to work

• Actual hours are the hours an employee actually worked

• Shrinkage is often expressed as a percentage