WFM Tools
Interactive tools for workforce management professionals — from quick calculations to strategic planning models.
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22 ToolsMigration Capacity Walk
Walk a service migration from today's capacity to the new plan. Enter today's baseline by country and channel, add each assumption at low, expected and high, and see the walk, the swing of each assumption, and the lower, expected and higher plan. Exports a plain-text report and the walk graphic.
POD/POA Assumptions Grid
Departure–arrival assumptions grid for a service migration: how the work behaves today (POD) vs after the move (POA), with every difference called, graded, owned and tied to the FTE it changes. Builds the register, bridge, sensitivity and one-pager.
Channel Launch Sizer
Sizes what opening a new assisted channel (chat, messaging, SMS) does to human workload and the no-touch rate, human-only vs with automation — with break-even thresholds, a Monte Carlo range, and the research behind every input.
Value Routing Model
Simulate routing strategies that assign interactions based on customer lifetime value, revenue potential, and retention risk rather than simple availability. Shows the revenue and service impact of value-differentiated routing.
Service Level Savings Fallacy
Interactive calculator proving that loosening SL targets yields only 3-8% staffing reduction while hidden costs typically exceed savings.
Measure Anything
Apply calibrated estimation techniques from Douglas Hubbards Applied Information Economics. Set 90% confidence intervals, calculate Expected Value of Information, and quantify intangible workforce metrics.
Risk-Rated Capacity Planner
Attach probability to your staffing plans — see the odds of hitting SLA at each staffing level with your volume uncertainty. Replaces single-point capacity numbers with risk-rated recommendations.
Forecast Accuracy Analyzer
Overlay forecast versus actual call volume with configurable standard deviation bands to distinguish real errors from normal variance. Calculates WMIV to show the theoretical accuracy floor at your volume level.
Campaign Profit Curve
Model the diminishing returns curve for outbound campaigns to find the optimal dial depth. Shows where additional staffing hours generate profit versus where they start losing money.
Cost of Attrition Calculator
Calculate the full annual cost of agent attrition beyond replacement hiring. Itemizes recruiting, training, productivity ramp, quality dip, overtime coverage, and institutional knowledge loss.
MAPE vs WAPE Analyzer
Compare MAPE and WAPE forecast accuracy metrics side by side on the same data. See exactly how low-volume intervals inflate MAPE and why WAPE gives an operationally meaningful picture.
Time-to-Shrinkage Translator
Convert each off-phone activity from its natural unit — minutes per week, hours per year, days per year — into a consistent daily shrinkage percentage. See total productive time remaining per shift.
WFM Maturity Assessment
AI-powered assessment across five workforce management dimensions — forecasting, scheduling, real-time management, analytics, and governance. Generates a personalized maturity scorecard with actionable recommendations.
Erlang Suite
Unified Erlang calculator for contact center staffing — Erlang C for queue-based service level, Erlang A for caller abandonment modeling, and Power of One sensitivity analysis. Input your volume, handle time, and agent count to see exactly how staffing levels drive service outcomes.
Erlang-C Power of One
Demonstrates how adding or losing a single agent disproportionately impacts service level, ASA, and abandonment. The most intuitive way to show operations leaders why small staffing changes matter.
Occupancy Variance Analysis
Decompose the gap between planned and actual occupancy into volume, AHT, staffing, and shrinkage variance. Pinpoint which factor drove the deviation so improvement efforts target the right lever.
Spot Capacity Calculator
Calculate total FTE requirement from annual volume through to gross staffing need. Accounts for shrinkage, occupancy targets, attrition replacement, training pipeline, and the proficiency ramp curve.
Staffing Gap Optimizer
Model the cost tradeoffs of filling staffing gaps through overtime, temporary staff, or new hiring. Balance service level, cost, and employee satisfaction across competing strategies.
Value-Based Planning Model
Three-pool staffing model that routes work by value tier rather than treating all contacts equally. Demonstrates how separating high-value, standard, and automated interactions changes staffing economics and service outcomes.
Monte Carlo Staffing Simulator
Run thousands of staffing simulations to model FTE requirements under uncertainty. See probability distributions, confidence intervals, and risk profiles instead of single-point Erlang estimates.
WFM Variance Analyzer
Upload interval-level forecast and actual data to decompose variance into its true drivers using MIV methodology. Separate real forecast errors from the statistical noise inherent in random call arrivals.
Shrinkage Impact Calculator
Itemize every source of planned and unplanned shrinkage to see the true FTE cost of non-productive time. Breaks down breaks, training, coaching, PTO, absenteeism, and system downtime by impact.