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.

Variance analysis decomposes the gap between forecasted and actual performance into its contributing factors: volume variance, AHT variance, shrinkage variance, and schedule efficiency variance.

How to use: Input your planned values (forecasted volume, planned AHT, planned shrinkage, scheduled FTEs) alongside actuals for the same interval. The tool isolates each factor's contribution using sequential decomposition — changing one variable at a time while holding others at plan.

The waterfall visualization shows which factors drove the gap. A positive volume variance means more calls than expected; a positive AHT variance means longer handle times. Together they reveal whether your forecast, your process, or your staffing execution caused the miss.

When to apply: Daily or weekly performance reviews, monthly business reviews, root cause analysis when service levels miss target. The decomposition prevents the common mistake of blaming "volume was high" when the real driver was AHT or shrinkage.