what are the points and parameters in the capacity planning in contact center?
Capacity planning in a contact center involves forecasting the number of incoming customer interactions and determining the resources (e.g. agents, technology, and processes) needed to handle them efficiently and effectively. The key points and parameters to consider in capacity planning include: Volume forecasting: This involves forecasting the number of incoming interactions, such as phone calls, emails, and chats, based on historical data and trends. Service level: This is the percentage of interactions that will be answered within a certain time frame, such as within 20 seconds for phone calls. Occupancy rate: This is the percentage of time that agents are handling interactions, as opposed to being idle or performing other tasks. Staffing requirements: This involves determining the number of agents needed to handle the forecasted volume of interactions and meet the desired service level and occupancy rate. Schedule optimization: This involves creating schedules for agents that min...