Multi-Skill Arithmetics: Insights and Challenges

Delve into the intricacies of multi-skill operations in the webinar presented by Ger Koole, PhD. Explore the advantages and complexities, learn rules of thumb for multi-skill calculations, and understand the trade-offs involved in managing multi-skilled teams efficiently.

• Multi-Skill Operations
• Webinar
• Arithmetics
• Ger Koole
• Challenges

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Uploaded on Sep 18, 2024 | 1 Views

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Presentation Transcript

1. Webinar Multi-skill arithmetics April 16, 2024 Ger Koole, PhD

2. Goal of this webinar Insight in advantages & complexities of multi-skill operations Rules of thumb of how to make multi-skill calculations But first: who are you? Poll: do you have multi-skilled operations? Poll: which method do you use?

3. What are multi-skilled operations? Everybody all skills is too expensive to train/impossible Everybody a single skill is not flexible & not efficient Multi-skill: trade-off between nobody & everybody multi-skilled Focus on skill-based routing Harder to manage and to plan optimally

4. What makes multi-skill planning difficult? Single skill: 1 number per interval N skills: potentially 2N-1 skill groups and thus 2N-1 numbers For example, 3 skills: sales regular (R), sales premium (P) , admin (A) Possible skill groups: R, P, A, RP, RA, PA, RPA Often not all combinations possible: e.g., R, RP, A, RA, RPA No simple way to predict performance No formula as for single-skill case (Erlang) Only (crude) approximations Simulations only accurate but slow option Result: optimization difficult

5. The objective Upper and lower bound: You can never do better than fully multi-skilled You can never do worse than fully single-skilled But: multi-skilled agents cost more Trade-off between cheap single-skilled agents and efficient multi- skilled agents per agent hour agents hours av. costs total costs multi-skill % multi-skill % multi-skill %

6. How much multi-skilledness? 20% is based on extensive experiments, but can be different depending on situation Curve is flat thus % does not need to be very precise total costs multi-skill %

7. Example patience=5min FC=5/min 18 84%/20s 85%/20s AHT=3min 39 FC=4/min AHT=5min 23 81%/20s 85%/20s patience=5min 13 80%/20s 8 82%/20s 18

8. Robustness Forecasts are always wrong and sometimes really wrong FC=4.5/min 13 83%/20s 18 92%/20s AHT=3min FC=4.4/min AHT=5min 8 75%/20s 23 18 67%/20s How can we make the SL even more balanced? Better routing More multi-skilled agents

9. The role of routing and intra-day management Bad routing can make the situation worse than single-skill Routing is most of the time static Not adapted to the current situation Requires real-time management (RTM) Makes the situation worse RTM: more agents for skill 2 Multi-skilled agents: priority to 2 13 13 80%/20s 80%/20s 6 8 77%/20s 20 78%/20s 18

10. Evaluation SL of SBR is always lower than fully multi-skilled add 1 agent Assuming AHTs stay the same For robustness (errors) add 10% more 12 87%/20s 12 87%/20s 16 Shrinkage should be added Long-term: additional flexibility for capacity fluctuations >2 skills: Make sure all skills are connected Better many agents with few skills than few with many

11. Interested in CCmath tooling? Interested in a demo of one of our products? Contact Jesper at jesper@ccmath.com Advice on how to use one of our tools or other WFM questions? Book a free 1-hour slot with Bas and/or Ger Contact us at bas@ccmath.com or ger@ccmath.com Next webinar: May 28 Thanks for your attention!