Demand for skills is not random:

Competing solutions speculate that the demand for each skill is random.  Random equates to relatively even activity that blips slightly above and below perfectly even activity.  This is a pure fiction.  Demand for skills does not look like this:

 

 

 

Real life demand for skills looks like this:

Reality is anything but random.  Reality is skewed, volatile and a synthesis of so much more than can be described by the vague measures that competing vendors rely on:

-         number of calls

-         average duration

-         an assumed random distribution

 

Advantage HD WFM™:

HD WFM™ understands the exact demand for historical skills and agents and uses this knowledge to synthesize a reality based forecast and schedule using logic that equitably distributes scarce resources and skills.  Planners are equipped with easy to use tools for tuning the forecast while HD WFM™ performs all of the background calculations to keep forecasts and skills forecasts in perfect synchronization.