Break Time Optimization with Excel

Optimization of break and lunch times is a topic you hear about often on roles like Scheduler or Real timer. Now, If you are using WFM software, most likely you have all settings ready to optimize when needed, but what If you don´t have a WFM tool?Can this be done in Excel effectively? Can this be done quickly enough to re run in real time? I´ll show you an example of an Excel-based template built for break / lunch assignment thought for an organization with no WFM tool.The graph below shows a comparison of the Requirements and the Scheduled Staff after assigning two 15-minute breaks and an hour lunch time.

The process is relatively simple:1- Set your parameters: SL Goal, SL Time, Utilization, Shrinkage, Forecast Volume and Forecast AHT in 15-min intervals.2- Input the base schedules and set the start of breaks & lunch depending on the shift length.3- Paste your Agent Names and the assigned schedules too.4- Make sure you have enough formulas to cover the number of agents you have and,5- That´s it!You have now optimized break / lunch Times.

The usual questions for this kind of tool:

• Can I do this with part time schedules / Split shift Schedules? Yes
• Can I have a shift with no lunch? Yes
• Can I do break-break-lunch distribution? Yes
• Can I do fixed times for certain people? Yes
• Can I use this for 500+ agents? In theory yes, but I haven´t tested it.

Is this too simple? Please, share your thoughts. I´ll be happy to learn more about this topic from other enthusiasts with more experience.

Click here to download the break optimization template

Disclaimer: The contents on this article express my opinion and not that of any company nor do I show data from any company.