Excel and Forecasting

[ragsy]

Originally Posted by thetuan

Meghanath,

I'll send you the forecasting and scheduling software to your yahoo e mail address tonight. Please let me know what you think regarding the ease of using it and what else we can do to improve it to make it more user friendly.

Thanks for your interest

Tuan

Hi Tuan,

Would like to try it too...my id is ragsy.r@gmail.com

[Green]

I'm just a new member. I was searching for a tool which will help me to forecast and schedule, so I found this site and I saw your reply to thetuan , and I would really appreciate it if you could send me the software you told thetuan about.
Many Thanks In Advance
M.Green

[splash]

Originally Posted by thetuan

Meghanath,

I'll send you the forecasting and scheduling software to your yahoo e mail address tonight. Please let me know what you think regarding the ease of using it and what else we can do to improve it to make it more user friendly.

Thanks for your interest

Tuan

Hi Tuan,

I'm pleased to see here what I am looking for a long period of time.
If you are so kind please send it to me too at splash.ro@gmail.com

thx

[larryboy0637]

I would like to test this as well. I have my forecast and staffing model built in excel but I am always looking for better ways. larryboy0637@hotmail.com

[Cartz]

Hi, i'd also like to get a copy. I'd like to know how forecasting is done.

Please send it to xnx01@yahoo.com

Thanks in advance!

[Cartz]

Hi, i'd also like to get a copy of your excel sheet. I'd like to know how to forecast.

Please send it to xnx01@yahoo.com

Thanks in advance!

[sengupta_uttam]

Quote:
Originally Posted by thetuan
Meghanath,

I'll send you the forecasting and scheduling software to your yahoo e mail address tonight. Please let me know what you think regarding the ease of using it and what else we can do to improve it to make it more user friendly.

Thanks for your interest

Tuan

---------------------------------------------------------------

HI TUAN,

PLZ SEND ME A COPY OF THE SAME at sengupta_uttam@hotmail.com

Thnks

Uttam

[RayOfLight]

Hi TheTuan. I'd like to test that spreadsheet as well. Can you forward it to me? It's raabanto@7-eleven.com.ph Thanks in advance.

[Tarun Trivedi]

Originally Posted by adelaro

Does anybody know of an Excel spreadsheet online or anywhere else that could be used to help in forecasting in bound calls? I would like to find something that I could use it as a second source to check against the forecasts that EWFM is generating.

Any help is much appreciated.

Thank you.

Hi there,

You may want to try IEX for the forecasting portion, though it might give you slightly higher number of FTE. But the advantage you can have the seasonality patterns applied once you have a good database with you.

You may also want to take a little traditional methord of first capturing the calls that are expected in the interval level and then use the erlang calculator available in the new to gove you the number of FTE required per interval.

[charmcls]

hi to you.. I would really, really,REALLY love to try your software it's the in thing right now as i can see.. I hope you could send me one thanks

[AHUJA_P]

would love to try this and improve

Originally Posted by thetuan

Hi Adolero,

You can build a very accurate forecast model in Excel but it's not that easy.

Here we go

You will have to create a table where your analyst can input historical information - calls offered, calls answered, ASA and total call processing time (not average call processing time). With this historical information, you can use the pivot tables to build three sets of information. The first pivot table should show Sun - Sat in the column area and the arrival pattern by half hour for each day. This table will give you an accurate look at your daily arrival pattern for each day of the week (in percent). The next table should have your total call processing time by day and by half hour. This table will allow you to forecast the time you will need by half hour to process your work load. The last pivot table will contain information about your daily arrival pattern in a weekly format - this will allow you to forecast your day of week pattern for all seven work days (or the days during the week that your call center is operating). With these sets of information, you can now extract data to accurately forecast your call load curve by half hour and by day. As with any huge amount of data, you will need to smooth out the small bumps within your incoming call load and you will need to normalize all daily volume that is affected negatively or positively by unusual circumstances - for example, Thanksgiving might show a very low volume for Thursday of the Thanksgiving week and you will need to bring that volume back to what is normal for you for Thursday. If you don't normalize your day of week pattern properly, the model will give you an inaccurate DOW (day of week) pattern and your manpower load curve will be off. I can go on about how you will need to incorporate the Erlang theory to forecast manpower load by half hour but that will definitely take us beyond this discussion.

To make all of this easy for you, we have developed a forecast model and scheduling program in MYSQL that will simplify all of this for you. We are looking for folks who are willing to test our forecast and scheduling program and give us feedbacks so we can improve on the model. Let me know and I can give you the link to download the model.

Tuan

[AHUJA_P]

Is this model still available for testing..... please send to me on ahuja_p@yahoo.com.

[DustOnCloud9]

Can I also have this forecasting model if it is still around

gaganchandola@gmail.com

[thetuan]

Hi Ahuja,

I sent the model to your yahoo mail - please let me know when you have it and I can walk you through how to use it.

Tuan

[AHUJA_P]

Hello Tuan,

i have not received the mail, can you pls resend it on my mail ahuja_p@yahoo.com.

Thanks
Ahuja