WFM Scheduling Notes 2.

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 What is Scheduled Gap ?
A Scheduled Gap in WFM scheduling refers to the time interval between two scheduled activities or shifts where an
agent is neither working nor on break. It usually occurs when shifts are broken into multiple segments or when
there are idle periods between scheduled tasks.

Formula for Scheduled Gap Calculation Example:

Scheduled Gap = Total Scheduled Time − (Work Time + Break Time + Lunch Time + Meeting Time + Training Time)

Let's consider an employee's daily schedule:

Total Scheduled Time = Total time an employee is scheduled for the day
Work Time = Productive hours assigned for tasks
Break Time = Scheduled short breaks (e.g., coffee breaks)
Lunch Time = Longer breaks for meals
Meeting Time = Time scheduled for meetings
Training Time = Time scheduled for training sessions

Why is Scheduled Gap Important? Here, from 14:00 to 15:00, the employee is
• Operational Efficiency: Helps in understanding unutilized time in scheduling. not scheduled for any work, break, or lunch,
• Optimization: Allows managers to optimize workforce schedules to reduce idle time. making it a Scheduled Gap.
• Agent Productivity: Ensures agents are effectively utilized during their shifts.

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 What is Scheduled Attainment ?
Scheduled Attainment is a key Workforce Management (WFM) metric that measures how well employees adhere to
their scheduled hours. It evaluates whether agents are working their assigned shifts as planned, helping businesses
ensure efficiency and workforce utilization.

Formula for Scheduled Attainment Example:

Scheduled Attainment% = (Actual Worked Hours / Scheduled Hours) × 100

Scenario:
Interpretation of Scheduled Attainment An agent is scheduled to work 8 hours, but they
100% Attainment → Agent worked exactly as scheduled. actually worked 7.5 hours due to late login and an
< 100% Attainment → Agent worked fewer hours than scheduled (lateness, early logout, extended breaks, or absenteeism). extended break.
> 100% Attainment → Agent worked extra hours (overtime or shift extensions).
Calculation:
(7.58)×100=93.75
Why is Scheduled Attainment Important?
• Ensures optimal workforce utilization. So, the Scheduled Attainment for this agent is
• Helps track attendance trends and identify scheduling gaps. 93.75%.
• Reduces the impact of unplanned absenteeism.
• Supports accurate forecasting and staffing decisions.

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 What is Scheduled Efficiency ?
Schedule Efficiency in Workforce Management (WFM) refers to how effectively the scheduled workforce matches the
forecasted workload. It aims to ensure that the right number of agents is scheduled at the right times to meet
demand without overstaffing or understaffing.

Formula for Scheduled Efficiency Example:

Scheduled Efficiency = ( Actual Workload Handled / Scheduled Workforce Capacity ) * 100
SE = 1 – ABS((Req – Sch)/Req)
If the actual workload handled is 800 units and the
Where: scheduled workforce capacity is 1,000 units, the
Actual Workload Handled is the total work completed by the agents during their scheduled time. Schedule Efficiency would be:
Scheduled Workforce Capacity is the total work capacity of the scheduled agents.
Schedule Efficiency = (800 / 1000) × 100

This means that 80% of the scheduled capacity was

Practical Application: effectively utilized to handle the workload.
• High Efficiency: Indicates that the workforce scheduling closely matches the
actual workload, leading to optimal resource utilization.
• Low Efficiency: Suggests a mismatch between scheduling and workload, resulting
in potential overstaffing or understaffing.

Maintaining high Schedule Efficiency is crucial for cost-effective operations and

ensuring that customer service levels are met without wasting resources.

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 What is Scheduled Index ?
Overage during certain parts of the day, caused by scheduling constraints such as shift lengths and overlapping
schedules, leads to inflexibility. Higher inflexibility results in lower schedule efficiency.
To optimize staffing, businesses should ensure the right mix of full-time and part-time employees. Additionally, if
needed, split shifts can be implemented while adhering to business rules to improve efficiency.

Formula for Inflexibility Example:

Inflexibility = (Total Overstaffed Hours / Total Scheduled Hours) × 100

Where:
Total Overstaffed Hours = Sum of extra hours scheduled beyond forecasted demand.
Total Scheduled Hours = Total hours scheduled across all shifts.

Insights & Recommendations

Inflexibility = 8.49%, meaning 8.49% of the scheduled hours were excess due to scheduling restrictions.
To reduce inflexibility and improve efficiency:
• Increase the mix of full-time and part-time agents.
• Implement split shifts to match fluctuating demand.
• Optimize shift start times to reduce overstaffing.

Key Takeaways
• Lower inflexibility = Higher scheduling efficiency
• Right mix of full-time, part-time, and split shifts reduces overstaffing.
• Use Inflexibility % to track workforce optimization over time.

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 What is Position of Shifts ?
The Position of Shifts in Workforce Management (WFM) refers to how shifts are allocated relative to forecasted
demand. It ensures the right number of agents are scheduled at the right times to meet business needs while
avoiding overstaffing or understaffing. Proper shift positioning is crucial for achieving Service Level (SL),
Adherence, and Efficiency while keeping labor costs optimized.
Example:
Formula: Calculate Coverage Ratio for Peak
Coverage Ratio = (Scheduled Hours at Peak / Required Hours at Peak ) × 100 •Peak Hour: 11:00 AM (40 agents
Ideal coverage should be close to 100% to ensure proper staffing. needed)
•Scheduled Agents at 11:00 AM: 38
Shift Alignment Score = (Total Scheduled Hours / Hours Scheduled within Required Time​) × 100
Higher values indicate better shift positioning.
Coverage Ratio=(38/40)×100=95%

Good shift positioning as coverage

Key Takeaways is close to 100%.

Position of Shifts in WFM ensures:

• The right number of agents are scheduled at peak times.

• Avoids overstaffing (costly) and understaffing (poor service levels).
• Helps improve Service Level (SL) and Cost Efficiency.

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 What is Billing & Types ?
Billing in WFM refers to the method of charging clients for outsourcing services based on predefined metrics such as
resource utilization, productivity, or performance. It ensures accurate revenue generation for BPOs while aligning with
client expectations and service agreements.

Types of Billing

1. FTE-Based Billing (Full-Time Equivalent) 4. Outcome-Based Billing (Performance-Based Billing) 6. Hybrid Billing
• Clients pay a fixed cost per full-time agent (FTE) • Billing is linked to specific outcomes such as sales • A mix of two or more billing models (e.g.,
assigned to their project. closed, leads generated, or customer satisfaction base FTE cost + performance incentives).
• Ideal for long-term projects with a stable workload. scores. • Offers flexibility to balance fixed costs and
• Predictable revenue but may not account for workload • Used in sales, collections, and performance-driven performance-based payments.
fluctuations. processes. • Common in high-performance-driven
• Encourages high-quality service but can be risky for projects.
2. Per Transaction Billing the service provider. • Each billing model in WFM serves
• Charges are based on the number of tasks or different business needs based on factors
transactions completed (e.g., calls, emails, tickets). like workload consistency, service type,
• Suitable for variable workloads where volume 5. Fixed Cost Billing and performance expectations.
fluctuates. • A predetermined fixed amount is charged regardless
• Encourages efficiency and productivity. of workload variations.
• Suitable for long-term, predictable projects.
3. Per Hour/Per Minute Billing • Provides stability but may not account for seasonal
• Clients are billed based on the actual time spent by demand changes.
agents handling customer interactions.
• Common in customer support and technical support
projects.
• Ensures clients pay only for productive time.

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 What is Attrition Rate ?
Attrition rate measures the percentage of employees who leave an organization over a given period. It is a critical KPI in
Workforce Management (WFM) to track workforce stability and retention.
A high attrition rate can indicate issues like poor job satisfaction, low engagement, or high workload, while a low attrition
rate suggests a stable workforce.
Example:
Formula:
Attrition Rate% = (Average Number of Employees / Number of Employees Who Left​) × 100 Scenario (Monthly Attrition Rate Calculation)
Employees at the start of the month = 500
Where:
Employees at the end of the month = 480
Number of Employees Who Left = Employees who resigned, were terminated, or Employees who left during the month = 30
retired in a given period.
Average Number of Employees = (Starting Headcount + Ending Headcount) ÷ 2 .
Step 1: Calculate the Average Number of Employees
Average Employees= (500+480) / 2 =490

Types of Attrition in WFM Step 2: Apply the Formula

• Voluntary Attrition – Employees leave by choice (resignation, better job opportunities). Attrition Rate=(30/490)×100=6.12%
• Involuntary Attrition – Employees are let go due to performance issues, layoffs, or company downsizing. So, the attrition rate for the month is 6.12%.
• Internal Attrition – Employees leave their department but stay within the company.
• External Attrition – Employees leave the company entirely.

How to Reduce High Attrition?

• Improve employee engagement and job satisfaction.
• Offer competitive salaries and benefits.
• Provide career growth opportunities.
• Ensure workload balance and reduce burnout.
• Improve workplace culture and leadership.

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 Principles of Scheduling?
Effective scheduling in Workforce Management (WFM) ensures that the right number of agents are available at the right
times to meet customer demand while balancing operational costs and employee satisfaction.
1. Forecasting Accuracy
•Principle: Accurate scheduling starts with precise demand forecasting.
•Application: Use historical data, trend analysis, and seasonal adjustments to predict call volumes and required staffing.

2. Service Level & Business Goals Alignment

•Principle: Schedules must align with key performance indicators (KPIs) like Service Level, Average Speed of Answer (ASA), and Abandonment Rate.
•Application: Ensure coverage matches peak hours while maintaining cost efficiency.

3. Call Arrival Pattern Consideration

•Principle: Workload varies throughout the day, requiring schedules to reflect call arrival patterns.
•Application: Use intraday patterns to distribute staffing optimally (e.g., higher coverage during peak hours).

4. Workforce Optimization
•Principle: Balance staffing levels with efficiency and employee well-being.
•Application: Avoid overstaffing (wasted resources) and understaffing (poor service levels).

5. Schedule Adherence & Compliance

•Principle: Agents must follow their assigned schedules for efficiency.
•Application: Monitor schedule adherence (actual vs. planned hours) and provide feedback.

6. Flexibility & Real-Time Management

•Principle: Adaptability to real-time demand fluctuations is essential.
•Application: Use intraday management to adjust staffing through overtime, shift changes, or break adjustments.

7. Fairness & Employee Satisfaction

•Principle: Schedules should balance business needs with employee preferences.
•Application: Offer shift bidding, rotating shifts, or flexible scheduling to boost engagement.

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Tushar Soni