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Home Industry Knowledge Quizzes Workforce Planning & Forecasting

 +61 3 9492 2871      enquiries@acxpa.com.au

|Industry Knowledge Quizzes |0

← All ACXPA industry quizzes

Workforce Planning & Forecasting

Ten questions on forecasting, scheduling and capacity — shrinkage, erlangs, occupancy, interval-level planning and what actually breaks a service level.

Every topic these questions touch on is covered properly in the Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full Call Centre Hub — all our resources in one place, so your team isn’t hunting across the site for them.

  • Questions10, multiple choice
  • TimeAbout 5 minutes
  • LevelPractitioner
  • CostFree to take
Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s.
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Workforce Planning & Forecasting

Forecasting, scheduling, shrinkage and the maths behind getting the right people in the right seats at the right time. Ten questions for anyone who plans, rosters or manages contact centre capacity.

The number of attempts remaining is 1

1 / 10

You forecast 300 contacts in a 30-minute interval with an average handle time of 5 minutes. Ignoring shrinkage and service level, roughly how many agent-hours of work is that?

2 / 10

Which of the following is the strongest reason to forecast at interval level rather than daily level?

3 / 10

Which assumption of the Erlang C formula is most often violated in a real contact centre?

4 / 10

In workforce management, what is the difference between shrinkage and attrition?

5 / 10

Occupancy of 95% sustained across a shift is usually a sign of:

6 / 10

What does an “erlang” actually measure?

7 / 10

What is schedule efficiency measuring?

8 / 10

Which pattern would most likely be handled by seasonality in a forecast rather than trend?

9 / 10

A real-time analyst notices service level dropping mid-morning while adherence is normal and volume is on forecast. What is the most likely cause?

10 / 10

Shrinkage in a contact centre refers to:

 

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Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.
Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.

Quizzes are taken on individual accounts

You’re signed in with the admin account for . Quiz results and certificates are recorded against individual accounts, so sign in with your own Individual Account to take this quiz — everyone holding a member account under your membership already has full access to all of them.

Browse all industry quizzes  ·  General knowledge trivia to run with your team  ·  Business FAQs & support videos

Where to next

New to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.CX Maturity Pulse CheckA free, fast read on where your organisation’s CX capability actually sits.The Call Centre HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.Call Centre RoundtablesA live panel with senior CX practitioners on the first Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.

Where to next

, here’s what else is open to you on the CX side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.CX Strategic Maturity AuditBenchmark your organisation across six strategic pillars, then re-run it to track how far you’ve moved.Your Call Centre HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.Call Centre RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles.

What you get with each level

Everyone can take the quiz. What changes is how much the quiz tells you afterwards — and how much of it you keep.

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What visitors, free subscribers and ACXPA members each get from an industry quiz
  Not signed inNo sign-upYou are here Free SubscriberFree account, no paymentYou are here ACXPA MemberIndividual, Business or VendorYou are hereYour team
Take any quiz on the site Included Included Included
Your score, the moment you finish Included Included Included
See which questions you got wrong Included Included Included
See the correct answer Not included Included Included
How your score compares with everyone Not included Included Included
The reasoning behind every answer Not included Not included Included
Retakes One attempt One attempt Unlimited
Certificate each time you reach 100% Not included Not included Included
Results kept in your dashboard Not included Not included Included
The two 50-question ACXPA benchmarks Not included Not included Included
Quizzes with your team
Monthly general knowledge trivia kit — editable questions and answers to run with your team Not included Not included Included
Self-paced courses with a certificate for each one you finish Not included Not included Included

The quizzes are the smallest part of it

Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what’s included.

The quizzes are the smallest part of it

Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library
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