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Required FTE for Inbound Call Volumes I wanted to get feedback on how actual required FTE is being calculated by others ..
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Is Erlang Suitable to Estimate Agents for Email Queues? Hello Is Erlang suitable to estimate agents for email queues, wh..
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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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Calculating Required FTE for Email Hi group, I’m using the same Erlang model I use for voice to work out required ..
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Backoffice FTE Calculation Can someone help me to calculate FTE for a Backoffice process which manages Service Requests ..
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AHT Glide Path (Learning Curve) Calculation What would be the the best way to calculate the AHT Glide Path? Is there any..
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Staffing – FTE Required We are into Help Desk – Technical Support, I am mainly involved into the WFM –..
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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 Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec How I can calculate the weekly FTE required weekly ( n..
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Webinar on queues in the contact centre. Flooded with calls?  Even the best-run contact centres have times they are swa..
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Queues are the bane of the contact centre industry and one of the most complained-about areas. So what can the contact c..
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