Hourly Capacity for email process

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Hourly Capacity for email process
headcount available for one interval is 10 & email per hour is 13 & non productive time is 12%,can i the manual formula to calculate capacity


Call Centre Helper

Not sure I understand your question
So 1 person can handle 13 emails per hour?

Then 10 people could handle 130 emails per hour.

Take off 12% and you have 114 Emails per hour.

You also need to take out shrinkage out of the equation - say 35%, which reduces the capacity to 74 emails per hour.

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