Computing FTE for Chat Account Related Articles What Exactly is FTE Staffing - FTE Required FTE Calculations 8 Benchmarks to Improve Your Live Chat Metrics © samir - Adobe Stock - 319964046 598 Filed under - Forum, Full Time Equivalent (FTE) Computing FTE for Chat Account Hi Everyone, I am from an aviation Call Center which is planning to launch a chat facility in our centre. I would just like to ask if how can we compute for the FTE requirement for this project? so far this has been my computation and I hope to have it validated by the experts! 🙂 volume: 3500 per month AHT of 950 secs concurrency of 2.3 to 3 chats per agent first I compute for the chats per hour: =3600/(aht/concurrency) =3600/(950/2.5) =9.47 then divided the volume with the chats per hour and baked in the shrinkages and project the computation to get a weekly HC reqts =chat volume/chats per hour/working hours in a week less shrinkage =3500/9.47/(40*(1-24.58%)) =13 agents Question asked by Martin Computing FTE for Chat Account I have couple of observations a) occupancy in not considered while calculating FTE & b) the volume 3500 per month whereas you have considered 40 hrs per FTE in your calculation. With thanks to Kaushik Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 25th Jul 2024 Read more about - Forum, Full Time Equivalent (FTE) Recommended Articles What Exactly is FTE Staffing - FTE Required FTE Calculations 8 Benchmarks to Improve Your Live Chat Metrics Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter