Calculating A Monthly Or Weekly FTE Requirement Considering Service Level

Calculating A Monthly Or Weekly FTE Requirement Considering Service Level

Hi guys,

I am wanting to calculate FTE requirement at a monthly and weekly level but need to take into consideration a service level of 80% and 30 sec ASA. I have only ever seen service level and ASA factored into the calculations at a daily/interval level with the erlang calc but am not sure if this is possible to do at a weekly/monthly level. This is to create a wage budget for upcoming financial year. Can anyone assist with a calculation for this at all?

Question asked by Sharee

You Need to Build Interval Level Calculations Up to the Monthly Level

To work out monthly calculations you need to break it down into interval data (typically by 15 minutes) and then build this up by day and then by week.

I’m afraid that there are not a lot of shortcuts in this approach

This article may help

How to Work Out How Many Staff You Need in a Contact Centre

You can also work out staffingh on a Monthly or Weekly basis by using the Erlang Calculator.

Firstly break the month down in to weeks and then break the week down into hours and days.

https://www.callcentretools.com/tools/erlang-calculator/

With thanks to Jonty

Author: Jonty Pearce