call center scheduling

[don d in tucson]

Does anyone have an example of using Project to create a call center schedule?

 

[Rob Schneider]

Does anyone have an example of using Project to create a call center schedule?

If your call center operates as an "operation" (rota of personnel on
off, etc.), then I don't think Project the tool for you. Project is for
computing project schedules, and handling the information associated
then with tracking that schedule as it progresses to completion.

 

[Steve House]

I second Rob's comments. Projects and the tasks that make them up are
time-limited with specific and identifiable start and end points. A call
center schedule, as many other line-of-business scenarios, are open-ended
with no discernable point where they can be considered completed and done
and never more to be. Project is designed to compute the most most
efficient timeline between start and end but with no identifiable end,
there's nothing for it to compute.

If your needs are to create a visual timeline of the work schedule
resembling Project's Gantt chart view, you might consider a graphics tool
such as Visio.

 

[don d in tucson]

I guess the visual timeline of the work schedule resembling Project's Gantt
chart view was what I was trying to do, but treating the start and end points
as a calendar week. This center I am managing is so small that they do not
have any formal call center scheduling tools, so I was trying to improvise.

For the chart I will be converting my excel spreadsheet, with columns
labeled as hours in 30 minute increments and rows for each agent who needs a
schedule, to a Visio chart. The cells are color coded for either phone time
or lunch/break time in a Gantt format.

Thanks!

I second Rob's comments. Projects and the tasks that make them up are
time-limited with specific and identifiable start and end points. A call
center schedule, as many other line-of-business scenarios, are open-ended
with no discernable point where they can be considered completed and done
and never more to be. Project is designed to compute the most most
efficient timeline between start and end but with no identifiable end,
there's nothing for it to compute.

If your needs are to create a visual timeline of the work schedule
resembling Project's Gantt chart view, you might consider a graphics tool
such as Visio.

--
Steve House [Project MVP]
MS Project Trainer & Consultant
Visit http://www.mvps.org/project/faqs.htm for the FAQs

Does anyone have an example of using Project to create a call center
schedule?