Predicted Service Level based on changing Agents

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Predicted Service Level based on changing Agents

Thank you for all this useful information

I can see you had a template that shows what the FTE required would be based on the incoming calls , AHT etc

Then at the bottom you had a table to show what the service level, Abandoned rate etc would be if the agents changed

I am after calculations to give me those values

So rather than trying to calculate how many FTEs I need, I need to know what the service level, Shrinkage, abandoned rate etc would be having known how many agents I currently have.

I.e. I have 16.7 agents - what will my service level, abandon rate, ASA be?

Hope this makes sense

All the info that yo...
All the info that you need for calculating service level is included in the following article:

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