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Course Overview:

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.

Key Takeaways:

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

For general enquiries or booking your slot -

● info@mangates.com

● +1 469 666 9332

Target Audience:

● Workforce Management (WFM) professionals

● Reporting & Analytics teams

● Operations analysts in contact centres

Anyone working with agent, queue, or intraday performance data

Our other courses that any professional should consider

● Mastering Business Writing Skills

● Core Management Skills

● Coaching Skills for Workplace Success

● Mastering the Art of Public Speaking

● Mastering Emotional Intelligence

● Stress Management and Resilience Training

To customize this course and host it in your organization

● corporate@mangates.com

● +1 469 666 9332

Advanced Workforce Analytics with Python: 1 Day Workshop in Toowoomba

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