Workforce Management

Forecasting, capacity planning, scheduling, real-time management, staffing, and WFM technology.

ForecastingCapacity PlanningSchedulingReal-Time ManagementStaffingShrinkageOccupancyService LevelErlangWFM Technology

What is the difference between occupancy and utilization?

Teams often use these interchangeably. How do you define each metric, and which one is more useful for staffing conversations with operations leaders?

3 0 373Anonymous Professional · 2 months ago

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Needs answerWorkforce Management

How do you calculate shrinkage for capacity planning?

What components do you include in shrinkage (PTO, training, meetings, absenteeism, system downtime)? How often do you refresh the assumption for capacity planning?

3 0 389Anonymous Professional · 2 months ago

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