Calculation of FTE required

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Calculation of FTE required
Dear Friends,

Could you please show me the math to calculate FTEs required in a day.
Total Calls : 4000
AHT : 120
interval : 30 mins
Working hours : 9
Service Level : 80%
Target time : 20
Shrinkage : 25%
Occupancy : 85%

I would really appreciate it.



Call Centre Helper

Easy - Use an Erlang Calculator
This is what an Erlang calculator was designed for
Here is the links

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