Headcount Overview
Forecasted volume, staffing and capacity requirements across all channels.
Ticket form
Scope
Period
Metric
Sample data
Total headcount required
33 8.3%vs. Jul 26
34 paid · surplus 1
Voice staffing need
23— 0.0%vs. Jul 26
23 paid · fully utilized
Chat staffing need
7— 0.0%vs. Jul 26
7 paid · fully utilized
Email staffing need
3 50.0%vs. Jul 26
4 paid · surplus 1
Historical volume & forecast
EMR Default Form · Total volume · Month view · Actual vs Official vs Statistical best
Actual Official forecast Statistical best Confidence interval (≈95%)
Channel staffing comparison
Required vs. paid headcount (next month)
Method comparison
Based on one-step historical backtesting
| Method | WAPE | MAE | RMSE | Bias | Trend |
|---|---|---|---|---|---|
| Historical averageBest | 12.4% | 338 | 338 | +12.4% | |
| Moving average (4-period) | 12.4% | 338 | 338 | +12.4% | |
| Exponential smoothing (α 0.50) | 12.4% | 338 | 338 | +12.4% | |
| Weighted moving average (8-period) | 49.2% | 1,336 | 1,336 | +49.2% |
Calculation health
Rows processed
Aggregated date · form · business rows
7
Historical periods
Month points in this view
3
Latest period in progress
Aug 26 is partial
1
Blocking errors
No issues detected
0
Monthly staffing plan
Forecasted volume, required headcount and staffing gap
| Method | Actions | |||||
|---|---|---|---|---|---|---|
| Sep 26 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Oct 26 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Nov 26 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Dec 26 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Jan 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Feb 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Mar 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Apr 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| May 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Jun 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Jul 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average | |
| Aug 27 | 2,932 | 33 | 34 | Surplus 1 | Historical average |
Voice & Chat 24/7 coverage
Next-month requirement split into regular and weekend/midnight coverage
| Channel | Coverage period | Forecast volume | Volume share | Required HC | Paid HC | Gap |
|---|---|---|---|---|---|---|
| Voice | Regular shifts | 1,086 | 91.9% | 18 | 18 | Fully utilized |
| Voice | Weekend / midnight | 96 | 8.1% | 5 | 5 | Fully utilized |
| Chat | Regular shifts | 844 | 91.0% | 6 | 6 | Fully utilized |
| Chat | Weekend / midnight | 83 | 9.0% | 1 | 1 | Fully utilized |