Holiday/Vacation Planning

The Problem
Planning for vacation over long periods of time can be a difficult task to complete. To achieve a quick and easy calculation of how and where to allow agents to ‘spend’ their vacation time, U-WFM are introducing a calculator that will allow this operation to be completed in record time.

The Calculation
There are various bits of information required to complete this task –

  • Current FTE
  • How many Hours per Week = 1FTE
  • What is the general percentage allowance for vacation over a vacation year
  • Should vacation days be rounded to that of a full time day shift (8 hours for a 40 hours week)
  • A requirement of agents for each week over the year

U-WFM will then process this information to give an allowance for vacation hours by both week and day.
In the below graph, the percentage distribution of agent requirement is plotted (orange line). What U-WFM will do if flip this line, in effect, showing a mirror image of the requirement (purple line).

Holiday Alocation

The same principle can then be done by day, which will then distribute the weekly hours over individual days. The daily allowance can then be auto imported in to U-WFM’s vacation planner.

The Result
When the overall vacation hours are distributed over the mirror image, what happens is lower vacation allowances are plotted at busy times, higher vacation allowances are planned at quiet times helping to balance agents working hours over the year and crucially, to increase Service Level with no cost to the business.


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