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Our panel explain everything you need to get started with Erlang calculations – from how to use them to what to watch ..
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FTE Calculation for Chat I have 777 forecasted chats in a day with AHT of 312 seconds and concurrency is 3. How do I com..
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Required FTE Calculation (Non-Voice) Hi, Can someone help me please. I’m tryin to get the required HC/FTE per day ..
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FTE hours requirements I have seen FTE hours requirements calculated two different ways when factoring in an 80% occupan..
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COPC Attrition Calculation Hi. Can anyone share with me the COPC calculation for total monthly attrition. Many thanks. Q..
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We explore the differences between word spotting, phonetic search and speech recognition. Functionality A customer defin..
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The role of TAT (Turnaround time) Good Morning! Emails/day = 500 AHT = 12 min FTE Hrs = 7.5 (90% Occ) Shrinkage = 10% Re..
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FTE Calculation At A Monthly How can I use Erlang to find the right number of FTE for a monthly volume? How can consider..
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Daniel Yin of RingCentral introduces us to the various forms of artificial intelligence (AI) that you can implement with..
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Required Head Count Calculation I have Historical Data show only the Offered calls per month 79291 Call and i have also ..
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FTE and Per Call Billing Calculation I need to know how to calculate (25 FTE’s) billing. and How to calculate per ..
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Tooth to Tail Ratio Calculation Is tooth to tail ratio (supervisor & support staff ratio) calculated considering FTE..
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Non Critical Error Calculation COPC formula for non critical scoring is : 1-sum of non critical errors/#of calls monitor..
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