Manage strategic resources

Use the Strategic Resources page to create, edit, and delete strategic resources. Strategic resources are the people and capital equipment that make up your contact center. The strategic resources you configure here are used to generate strategic planning reports that estimate future costs and requirements.

NOTE

For information about the standard QM and WFM reports that come with Calabrio ONE, and for instructions on how to run a standard report, see QM standard reports and WFM standard reports.

The base resource is the agent. All other resources are calculated directly or indirectly in terms of the number of agents in the contact center.

EXAMPLE You configure one administrator for every 50 supervisors, and you configure one supervisor for every 20 agents. A supervisor has a direct relationship to the number of agents, and an administrator has an indirect relationship to the number of agents through the number of supervisors.

NOTE The Agent resource is a system resource. You can edit the details of the Agent resource, but you cannot delete it.

The following fields appear on this page.

Field	Description
Resource Name	The name of this resource. This name must be unique.
Resource Category	The resource type. The resource can be a human resource (employees and contractors) or a capital item (equipment, furniture, and fixtures).
Resource Cost	The resource’s cost per month, per year, or as a one-time expenditure. The cost must be a whole number greater than or equal to zero. If you choose one-time expenditure, indicate the resource’s lifespan in months. This value must be a whole number (0–999).
Resource Ratio	The ratio of one instance of this resource to the quantity of another strategic resource to another resource. This value must be a number (0–9999). Directly or indirectly, every resource is defined in relation to the Agent resource. NOTE This field is not present for the Agent system resource, since the agent is the base resource.
Current Number of Resources	The current quantity of this strategic resource in the contact center. This value must be a number (0–99999). If the resource is a human resource, use the number of FTE agents. If the strategic resource is a one-time expenditure, use the number of resources whose cost has not yet been fully amortized.