• Mariam Fathima

What do you understand by Interval Length in Workforce Management?

Interval length simply means difference between two endpoints in time. In workforce management, interval length is a defined portion of time to track success or failure during that time. This interval can range from 15 min to 30 min to 45 min to 60 min and so on.


The definition of interval length is defined depending on the following criteria:

  1. If the client is looking to achieve stringent Service Goals usually for calls or chat channel type

  2. The interval length is usually small for aggressive industry. For instance, health care industry where every transaction is important

  3. The interval length for email or back process are usually tracked by every 60min as they have relaxed turn around time (TAT)

How does an interval length help in workforce management?

  • Forecasting team analyses the transaction arrival pattern at every interval to forecast for future months

  • Scheduling team break down staffing, volume, AHT and other details at interval level

  • Intraday monitor staffing, breaks and training at interval level to ensure all day meets service goals

  • Reporting team shares reports at interval level to assess performance

Look at few interval instances below;


Instance 1:

04:00 AM

04:15 AM

04:30 AM

04:45 AM

05:00 AM

05:15 AM

05:30 AM

05:45 AM

06:00 AM

06:15 AM

06:30 AM

06:45 AM


Instance 2:

04;00 AM

04:30 AM

05:00 AM

05:30 AM

06:00 AM

06:30 AM

07:00 AM

07:30 AM

08:00 AM

08:30 AM


Instance 3:

05:00 AM

05:45 AM

06;30 AM

07:15 AM

08:00 AM


Instance 4:

05:00 AM

06:00 AM

07:00 AM

08:00 AM


Conclusion:

An interval length helps to

- establish whether a business is efficient and runs smoothly

- Focus on better customer experience

- Analyze better effort estimation against different time length

- the data allows to take strategic decision on business sustainability


Please share your thoughts on the comments below.





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