WFM Calculator by RF and Claude

Calls offered total count

Calls answered total count

Calls abandoned total count

Answered within threshold total count

Total wait time (answered) seconds

Realtime

Live queue performance

Service level

—

Target ≥ 80%

Abandon rate

—

Target < 5%

Avg speed of answer

—

seconds

Handle time minutes

Available / idle time minutes

Time in adherence minutes

Total scheduled time minutes

Unavailable time minutes

Scheduling

Agent time and adherence

Occupancy

—

Target 75–85%

Adherence

—

Target ≥ 90%

Shrinkage

—

Typical 25–35%

Talk time seconds

Hold time seconds

After call work (ACW) seconds

Interval duration minutes

Target occupancy percent

Forecasting

Staffing and handle time

AHT

—

seconds / call

AHT

—

minutes / call

Agents needed

—

Erlang base

Calls / agent

—

in interval

Contacts resolved — no repeat total count

Total contacts evaluated total count

Quality points earned points

Total possible points points

QA

Quality and resolution

First contact resolution

—

Target ≥ 80%

Quality score

—

Target ≥ 90%