I have 777 forecasted chats in a day with AHT of 312 seconds and concurrency is 3. How do I compute for FTE requirements if I answer only 95% of calls?
10 Sep 2017 19:15:25
Call Centre Helper
Use the Multi-channel or Erlang calculator
There is no tool that I know of that can currently do this accurately - using concurrency. The best way would be to use one of the existing tools and to divide the number of chats by a factor to include concurrency. So if you have 3 concurrent chats during busy periods divide the chats per hour then divide the number by 2.2 - in quiet periods divide it by say 1.5