Advanced Workforce Analytics with Python: 1 Day Workshop in Hobart

Bring your team and save:

1. Groups of three or more receive a 10% discount

2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.

For more information on venue address, reach out to "[email protected]"

Duration: 1 Full Day (8 Hours)

Delivery Mode: Classroom (In-Person)

Language: English

Credits: 8 PDUs / Training Hours

Certification: Course Completion Certificate

Refreshments: Lunch, snacks, and beverages will be provided during the session

If you would like weekend training sessions, kindly reach out to us at [email protected] for availability and scheduling.

This hands-on course is designed for professionals working in Workforce Planning, Reporting, and Analytics within contact centres (Voice, Digital, Webchat).

Participants will learn how to use Python within a Databricks environment to analyze agent and queue-level data, understand key operational metrics, and build a basic intraday forecast model.

The training combines Python fundamentals with real-world contact centre datasets and scenarios, enabling participants to move from raw data to actionable workforce insights.

Learning Objectives:

By the end of this training, you will be able to:

● Use Python in Databricks for workforce data analysis

● Understand and calculate key contact centre metrics

● Analyze intraday demand patterns across channels

● Prepare real-world operational data for forecasting

● Build a basic intraday forecast model

● Translate forecasts into actionable workforce insights

Target Audience:

● Workforce Management (WFM) professionals

● Reporting & Analytics teams

● Operations analysts in contact centres

● Anyone working with agent, queue, or intraday performance data

Why Choose This Course?

This course is designed to help professionals develop practical Python skills for workforce analytics and forecasting in contact centres. Participants will gain hands-on experience using Python within a Databricks environment to analyze real-world operational data and understand key workforce metrics such as AHT, SLA, ASA, Occupancy, and Shrinkage.The training focuses on real business scenarios across Voice, Chat, Webchat, and Digital channels, making the learning highly relevant and industry-focused. Participants will also learn how to clean and prepare workforce data, identify intraday demand patterns, and build basic forecasting models that support staffing and operational decision-making.

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Want to train your entire team?

This course is available as a fully customizable in-house program, tailored to your organization’s branding, goals, and team needs, ensuring relevant, practical learning with real-time application and improved design consistency across teams.

Contact us today to schedule a customized in-house, face-to-face session: [email protected]

Info: ● Introduction to Python in analytics workflows
● Overview of Databricks environment and notebooks
● Loading and exploring contact centre datasets
● Understanding data structure (interval-level, agent-level, queue-level)
● Activity

Info: ● Key metrics:
● AHT (Average Handling Time)
● SLA (Service Level)
● ASA (Average Speed of Answer)
● Occupancy & Shrinkage
● Differences across channels (Voice vs Chat vs Digital)
● How these metrics impact forecasting and staffing
● Activity

Info: ● Cleaning agent and queue data
● Handling missing intervals and anomalies
● Aggregating data into intraday time buckets
● Structuring data for forecasting
● Activity: Prepare interval-level dataset for analysis

Info: ● Identifying intraday patterns (peaks, troughs)
● Channel-wise demand trends
● Visualizing volume, AHT, and SLA patterns
● Activity: Create intraday demand visualizations

Info: ● What is forecasting in workforce planning
● Intraday vs long-term forecasting
● Key drivers: volume, AHT, seasonality
● Simple forecasting approaches:
● Moving averages
● Trend-based estimation

Info: ● Creating interval-level forecasts using Python
● Applying simple models to historical data
● Adjusting for trends and variability
● Validating forecast accuracy
● Activity

Info: ● Understanding staffing implications
● Comparing forecast vs actuals
● Identifying gaps in coverage
● Activity

Event Venue & Nearby Stays

For more information on venue address, reach out to "[email protected]", Ph No: 61(0) 2 80155605, Hobart, Australia

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