Advanced Workforce Analytics with Python: 1 Day Workshop in Hobart
Learn Python in Databricks to analyze contact centre data, forecast intraday demand, and improve workforce planning insights.
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 "eventbrite@mgaussie.com"
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 eventbrite@mgaussie.com for availability and scheduling.
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.
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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Good to know
Highlights
- ages 18+
- In person
- Paid parking
Refund Policy
Location
For more information on venue address, reach out to "eventbrite@mgaussie.com"
Ph No: 61(0) 2 80155605
Hobart, TAS 7000
How do you want to get there?
Agenda
Module 1: Python Setup for Workforce Analytics (Databricks Focus)
● 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
Module 2: Understanding Contact Centre Metrics
● 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
Module 3: Data Preparation for Workforce Analysis
● 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