PACE PACE Workforce Management & Staffing

Question 1

What is the primary goal of workforce management (WFM) in a contact center?

Accepted Answer

Ensure the right number of agents are available at the right times

Answer

WFM ensures optimal staffing levels to meet service level agreements while controlling labor costs.

Question 2

Which metric is most commonly used to determine staffing requirements in a contact center?

Accepted Answer

Average Handle Time (AHT)

Answer

Average Handle Time directly influences how many agents are needed to handle the expected call volume within service level targets.

Question 3

What does 'shrinkage' refer to in contact center workforce management?

Accepted Answer

Time agents are unavailable to handle contacts due to breaks, meetings, or absences

Answer

Shrinkage accounts for the percentage of time agents are scheduled but not available to handle customer interactions.

Question 4

Erlang C is a mathematical formula used in contact centers primarily to calculate:

Accepted Answer

Required number of agents to meet service levels

Answer

Erlang C calculates the number of agents needed based on call volume, handle time, and target service level.

Question 5

What is 'schedule adherence' in a contact center context?

Accepted Answer

Agents working their scheduled hours and activities as planned

Answer

Schedule adherence measures how closely agents follow their assigned schedules, including start times, breaks, and after-call work.

(PACE) Professional Association for Customer Engagement Certification Practice Test