Guides for people who run WFM.
Practitioner-to-practitioner. Worked examples over adjectives. Every number in these guides comes out of the same engine that runs the product; none of them are hand-written.
Erlang C, explained for planners
Forward vs backward, the four assumptions the formula makes on your behalf, what occupancy caps actually do, and why your vendor's “proprietary algorithm” is probably this.
Original, Revised, Projected, Actual
The four columns every intraday desk needs, and a worked interval that ran 24% over forecast and went mathematically unstable.
Shrinkage: the number everyone configures wrong
Where it belongs in the calculation, why multiplying instead of dividing leaves you short by exactly the square of your shrinkage rate, and how to check yours in ten minutes.
Performance-tiered shift bidding
How composite scoring and bid cascades work, where they go wrong, and why transparency is the part that decides whether it survives contact with the floor.
What “locked” should actually mean
The same agent scored at 99% or 74% adherence depending on which schedule you measure against. Immutability, consent, and the three different locks nobody separates.
Calculators that show their working
The Erlang C engine from the product, opened up and made free. No signup, no email wall, and the full calculation trace on every result.