Emails SL Calculation With TAT Related Articles Erlang Calculation - An Introduction Backoffice FTE Calculation Top Tips for Monitoring the Quality of Emails Customer Service Emails and Letters: How to Review and Improve Your Templates © alphaspirit - Adobe Stock - 390983564 614 Filed under - Forum The role of TAT (Turnaround time) Good Morning! Emails/day = 500 AHT = 12 min FTE Hrs = 7.5 (90% Occ) Shrinkage = 10% Required agents: (500*12/60)/(90%*7.5)/(1-0.1) = 16 I wish to know is it the only calculation or do we also include some other factors into it. It would help if you could explain. And what is the role of TAT (Turnaround time) and where do we include it to see the impact on SL. Thanks in advance! Question asked by sushil10s Erlang calculator to see the impact on Service Leve Hi Sushil You need to run it through an Erlang calculator to see the impact on Service Level. There is a free one here New Excel Based Erlang Calculator – with Maximum Occupancy It says calls but could just as easily be emails. Incoming rate = 500 / (7.5 *0.90)/2 = 37 per half hour Average duration = 720 seconds Assume 80% of emails answered in 3600 seconds (1 hour) Calculator says 16 agents Add on the 10% shrinkage Agents needed = 16 / (1 – 0.10) = 17.7 Agents With thanks to Jonty What Formula Could you share what formula you would use if the response time / TAT is 4 hours instead of 10 hours. I just want to validate my math. How would I calculate FTE required by 30 minute / 60 minute interval. I have e-mail volume by interval. Average handling time is 840 seconds. Response time is 4 hours. Can you help? With thanks to dnljvnnrmn Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 25th Apr 2022 Read more about - Forum Recommended Articles Erlang Calculation - An Introduction Backoffice FTE Calculation Top Tips for Monitoring the Quality of Emails Customer Service Emails and Letters: How to Review and Improve Your Templates Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter