Scheduling assistance

[Rookie]

I have just acquired a position in which I will be helping with the scheduling and workforce management of an inbound call-center of 40 people. Previously all they have been using is just one or two spreadsheets that have the employee’s schedules, nothing that really matches schedules with call volume. I have begun to create some spreadsheets using Erlang but I am fighting an up hill battle. It is a small company and they really don’t’ have the funds or resources to purchase any software such as Aspect. If there is anybody who has some spreadsheets that can help with scheduling it would be greatly appreciated if you can throw them my way. Thanks!

dj_daddy03@yahoo.com

[n_meghanath]

Hi Rookie,

Erlang!! Good to start with. so what's the operations hours? is it a 24/7? give me a sample arrival trended interval volume and the AHT, service threshold (80 in 20, 70 in 10 blah blah) (actual) i think i might be able to put things in place.

Thanks
Meghanath