I have seen FTE hours requirements calculated two different ways when factoring in an 80% occupancy.

Grossing up by 20%

1)((NCO x AHT)/3600) x (1+(1-OCC))

Dividing by 80%

2)(NCO x AHT)/OCC/3600

Using 1000 calls, 600 AHT and 80% OCC, the first equation equals 199.99 hrs.

The second equation equals 208.33 hrs.

Which should I be using?

Grossing up by 20%

1)((NCO x AHT)/3600) x (1+(1-OCC))

Dividing by 80%

2)(NCO x AHT)/OCC/3600

Using 1000 calls, 600 AHT and 80% OCC, the first equation equals 199.99 hrs.

The second equation equals 208.33 hrs.

Which should I be using?

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