How many total agents do I need?
I'm already aware of Erlang C so I know how many people I need at each interval to maintain SL. What I can't figure out is how to extrapolate how many total agents I need (even after I apply shrinkage). For example (and I know averages aren't the way to go - this is just for illustrative purposes) if I need on avg 7 agents on Mon, 6 on Tue, 6 on Wed, 7 on Thu, 8 on Fri, 5 on Sat and 3 on Sun - how many total people do I need to fill that schedule and try to avoid overtime? We're open 12.5hrs M-F and 10hrs S-S. I don't know how to account for days off, lunch, and scheduled breaks. I think it's obvious I need more than just 8 people, but I simply don't know how many I need to hire (provided all my new hires last). Can you help me?