I am busy designing a resource tool in Excel. One that caters for inbound and outbound taking forecasting into consideration as well. I know there is a lot of material on this subject but I am looking for some guidance on a specific area. A lot of the generic WFM tools cater for a service level 90/30, 80/20, etc. My question is, how do they factor this into the calculation of the required resources? Is there a formula that is used and would it be possible to share it?
Your assistance and advice is as always appreciated.