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WFM Interview Quick Notes: Key Metrics

The document provides quick notes on key concepts related to Workforce Management (WFM) for interviews, including definitions and formulas for optimization, utilization, occupancy, and shrinkage. Optimization focuses on resource efficiency to enhance performance, while utilization measures productive work time. Occupancy reflects the percentage of time spent on calls and after-call work, and shrinkage accounts for non-productive time due to breaks and other factors.

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47 views1 page

WFM Interview Quick Notes: Key Metrics

The document provides quick notes on key concepts related to Workforce Management (WFM) for interviews, including definitions and formulas for optimization, utilization, occupancy, and shrinkage. Optimization focuses on resource efficiency to enhance performance, while utilization measures productive work time. Occupancy reflects the percentage of time spent on calls and after-call work, and shrinkage accounts for non-productive time due to breaks and other factors.

Uploaded by

tanvikapoor182
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

■ WFM Quick Notes (For Interview)

■ 1. Optimization
Definition: Optimization means using available resources (agents, time, tools) in the best
possible way to reduce cost and increase performance.
Formula: Optimization = Output (Actual Performance) / Input (Resources Used)
Example: If 9 agents achieve the same target that usually requires 10 agents, the process
is optimized.

■ 2. Utilization
Definition: Utilization shows how much of the total working time is spent doing productive
work.
Formula: Utilization (%) = (Productive Time / Total Logged-in Time) × 100
Example: If an agent is logged in for 8 hours and handles calls for 6 hours → Utilization =
75%.

■ 3. Occupancy
Definition: Occupancy indicates the percentage of total logged-in time spent on talk time +
after call work.
Formula: Occupancy (%) = (Talk Time + ACW) / Total Logged-in Time × 100
Example: Talk Time = 5 hr, ACW = 1 hr, Total = 8 hr → Occupancy = 75%.

■ 4. Shrinkage
Definition: Shrinkage represents the time when agents are not available for work (breaks,
leaves, training, etc.).
Formula: Shrinkage (%) = (Non-productive Time / Total Time) × 100
Example: If 10 out of 100 agents are on leave, Shrinkage = 10%.

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