PACE Workforce Management & Staffing Flashcards

What is the purpose of an 'intraday management' process in a contact center?

Answer: Making real-time staffing adjustments to respond to actual vs. forecasted volume

Intraday management allows supervisors to adjust staffing in real time when actual call volumes differ from the forecast.

Which staffing strategy involves having agents work outside their core hours to cover peak periods?

Answer: Split shifts or flexible scheduling

Split shifts and flexible scheduling allow contact centers to staff up during peak hours without paying for idle time during off-peak periods.

What does 'agent utilization' measure in workforce management?

Answer: The percentage of logged-in time agents spend actively handling contacts

Agent utilization reflects how productively agents are spending their available time handling customer interactions.

In workforce planning, what is a 'headcount model'?

Answer: A projection tool estimating the number of full-time equivalents (FTEs) needed

A headcount model projects FTE requirements by combining volume forecasts, AHT, shrinkage, and service level targets.

Which method helps reduce agent burnout while maintaining service levels in a high-volume contact center?

Answer: Implementing rotation schedules and cross-training programs

Rotation and cross-training distribute workload variety, reducing monotony and burnout while keeping agents versatile.

What is 'occupancy rate' in a contact center, and what is a common best-practice target range?

Answer: Percentage of agent time spent on contacts vs. idle; typically 80–85%

Occupancy rate measures how much of an agent's logged-in time is spent handling contacts; rates above 85–90% can lead to burnout.