Calculating a Monthly or weekly FTE requirement considering service level

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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?

Helper

Call Centre Helper

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
https://www.callcentrehelper.com/how-to-work-out-how-many-staff-you-need-in-a-contact-centre-96591.htm

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