Professional Documents
Culture Documents
Minimal cost
Steps of Workforce Optimization
Maximize productivity Depending on the work Different what- if The optimal schedule A consolidated dashboard
through intelligent volume, available scenarios can be also plan needs to be report of all relevant KPI’S
forecasting number of resources, simulated to identify published to all the can be built to see the
and available time, the best fit with staff . impact on the overall
Different machine effective scheduling can business requirements Web based tool or apps outputs
learning algorithms are to be done. can be built which can
used to forecast be accessed by all the
expected work volumes This scenario usually staff depending on
uses optimization their privileges
algorithms for
identifying optimal
scheduling fitments
Maximize productivity through Forecasting
Harmonious balance between supply and demand is the main
objective of workforce analytics.
• Exponential Smoothing
• Auto Regressive Integrated Moving Average (ARIMA) Is this good ?
• Neural Networks
• Multiple Temporal Aggregation (MTA)
Factors to be considered
• Day of week (volumes may be higher on Mondays than
they are on Wednesdays)
• Day of month (volumes may be higher on the 1st, 15th or
30th)
• Season (holidays, anyone?)
• Seasonality:- contact centers will have regular, month-on-
month peaks and troughs in contact volumes.
For example, at Christmas time an insurance company is
likely to handle a lower number of contacts, as people will
have other priorities at this time of year, whereas a mobile
phone network will have more business at this time of year,
with the expected influx in phone sales.
Decision Objective
Constraints Final Solution
Variable Function
Decision variables are the There must be clearly defined A constraint is an inequality Using different linear
quantities the decision maker objective which can be stated or equality defining optimisation methods and
would like would like to in quantitative way. limitations on decisions. applying constraints, optimal
determine . In business problems the Constraints arise from a values of decision variables
Decision Variables Xi = objective is generally profit variety of sources such as are generated .
Number of Full Time maximization or cost limited resources, contractual
employee (Beginning a new minimization. obligations, or physical laws.
shift) Required For Time The objective function
Period i ; i = 1 , 2 , 3 , 4 , 5 , 6 evaluates some quantitative For example an employee
Yi = Number of contract criterion of immediate cannot work more than 5
employee Required For Time importance such as cost, days or the no of hours words
Period i ; i = 1 , 2 , 3 , 4 , 5 , 6 profit, utility, or yield. must a minimum of 8 hours
Problem Statement
Hence, this problem can be stated as
What will be the optimal no of resources who will be spread across the shifts to ensure minimum cost within
the service level with the following constraints:
https://xd.adobe.com/view/b15a4672-ef02-4c69-69e8-0e8c54fee966-c76b/?fullscreen
http://206.189.83.196:86/prediction/forecasting/
veera.sivaji@transcube.co
rojalin@pisquare.io
www.transcube.co
www.pisquare.io
SAMPLE PROFILES | 18