FTE requirements for an Email Queue

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FTE requirements for an Email Queue

I am trying to determine what our FTE requirement would be for one of our non-live channels. Is there a formula or calculation I can use to determine this?
Weekly volume: 2711
AHT: 1314
SLA: 72hours at 80%

Thanks in advance!


Call Centre Helper

Use an Erlang Calculator
Although it is built primarily for phone calls, an Erlang calculator also works well with emails.


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