Ok, ready to be stumped on monhtly required FTE with a wonky service level?

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Ok, ready to be stumped on monhtly required FTE with a wonky service level?
Monthly FTE required question that no one has been able to answer with an excel formula. The scenario: You have 124,462 transactions to complete. Every employee has a target of completing 2.5 transactions an hour. Shrinkage is 25%. Utilization/Occupancy goal is 90%. Service Level (and here is the kick in the pants for the calc) is 80% of transactions offered must be completed in 2 hours. When I run this in an interval state, I get 143 FTE and that is not right. BUT if I run it at the month state I get 296 FTE which I think is closer, however that is without calculating a service level associated to it (really just a workload calculator) because I am baffled at how to calculate a service level into a monthly required number with a 2 hour window swag in excel. This is no easy ask. Any help?


Call Centre Helper

Have you tried using the online Calulator?
Run it on Monthly

Then at the bottom is a refine your results where you can upload your interval data from Excel

Refine your results
You can upload a day of calls into the Erlang Calculator by cutting and pasting from Excel.

Does that give a better answer?

p.s. Shrinkage of 25% seems too low and Occupancy of 90% seems too high.

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