Break Time Optimization with Excel
Optimization of break and lunch times is a topic you hear about often on roles like Scheduler or Real timer. Now, If you are using WFM software, most likely you have all settings ready to optimize when needed, but what If you don′t have a WFM tool?
Can this be done in Excel effectively? Can this be done quickly enough to re run in real time? I′ll show you an example of an Excel-based template built for break / lunch assignment thought for an organization with no WFM tool.
The graph below shows a comparison of the Requirements and the Scheduled Staff after assigning two 15-minute breaks and an hour lunch time.
The process is relatively simple:
1- Set your parameters: SL Goal, SL Time, Utilization, Shrinkage, Forecast Volume and Forecast AHT in 15-min intervals.
2- Input the base schedules and set the start of breaks & lunch depending on the shift length.
3- Paste your Agent Names and the assigned schedules too.
4- Make sure you have enough formulas to cover the amount of agents you have and,
5- That′s it!
You have now optimized break / lunch Times..
The usual questions for this kind of tool:
- Can I do this with part time schedules / Split shift Schedules? Yes
- Can I have a shift with no lunch? Yes
- Would a break-break-lunch distribution be possible? Yes
- Can I do fixed times for certain people? Yes
- Can I use this for 500+ agents? In theory yes, but I haven′t tested it.
Is this too simple? Please, share your thoughts. I′ll be happy to learn more about this topic from other enthusiasts with more experience.
Disclaimer: The contents on this article express my opinion and not that of any company nor do I show data from any company.
Workforce Manager at Startek
1 年is this still up and for sharing? Wanted to use this as a base template of what I'm currently working on here's my email, mondelossantos@yahoo. Thank you in advance
WFM Program Leader, COE & GL - US&C (He/Him)
1 年Good work! It seems that the template distributes evenly breaks and lunches. Have you attempted to use the solver option to minimize the net o/us for this? I have always wondered if it's possible but have never had the time to really look into it.
Experienced Workforce Management Analyst with 6 Years Expertise | Strong Leadership and Project Management Skills"
2 年HEY Daniel Crespo How do we convert the interval time into a standard time on the list (600=10am) for example...Thanks
Workforce Management Professional
3 年Hi, David a colleague of mine published it and you can download a copy from there. https://wfmelearning.com/break-time-optimization-with-excel/
Workforce Management | Verint 360 |Digital transformation | Data Analysis and Insights
3 年Hi sir can i have a copy of this if possible. Thanking you in advance ( [email protected]