required FTE calculation (non-voice)

Topic Views - 7728

sinnedennis

Hi,

Can someone help me please.

I'm tryin to get the required HC/FTE per day using the below info.

Volume: 166 emails

AHT: 34 minutes

Occupancy: 90%

Bio Break: 10 minutes allowed per day

hours of operation: 9am to 6pm

Work Hours: 7.5

SLA: all emails must be processed on or before 5pm

note: Interval data not available (not possible to provide)

Thank you

15 Nov 2014 05:27:10

sushil10s

Sr Executive WFM

Dennis,

WL = 166*(34/60) = 94.07

FTE Hrs

After Occ = (90%*7.5) = 6.75

Excluding Bio-Break

=6.75*(1-(10/60/7.5))

=6.75*(1-2%)

=6.6

Agents Req = 94.07/6.6 = 14.25 (=15)

Ideally you must consider 6-10% of Shrinkage depending on how much your associates like/dislike the work culture which directly leads to absences (specially unplanned)

04 Dec 2014 12:01:14

Vikram Singh

Non Voice process - manpower requirement

Hi,
Can someone help me please.
I'm tryin to get the required HC/FTE per day using the below info.
Volume: 70000 Doc
AHT: 30 Sec.
Occupancy: 90%
Bio Break: 10 minutes allowed per day
hours of operation: 24*7
Work Hours: 7.5
SLA: all Doc must be processed on 6 Hrs

Thank you

Vikram Singh

04 Jan 2018 16:45:30

Jonty Pearce

Helper

Call Centre Helper

Have you tried the Erlang Calculator?

https://www.callcentrehelper.com/tools/erlang-calculator/

05 Jan 2018 12:56:35

sureshkumar R R

my opinion

Total volume 166
AHT 34
Total work time is 7:50 (HH:MM)
7*60 420
50
470
AHT 34
per person can complete 14
166/13.82
Agent required 12
12.01*14 166

20 Jun 2019 08:28:55

Jonty Pearce

Helper

Call Centre Helper

Be Careful with Occupancy

Be Careful with an Occupancy of 90%. This will lead to burnout and higher AHT.

Set the occupancy as a maximum of 85%.

20 Jun 2019 11:01:41

Aju Louis

64 cases per month ...

64 cases per month
Processing time for one case 10 days
SLA 90% of the cases to be completed within the10 day
What you would be the staffing requirement

11 Sep 2019 07:17:57

Jonty Pearce

Helper

Call Centre Helper

It all depends upon how long it takes to process a case

How many hours of effort does it take to process a case?

11 Sep 2019 10:09:55

Sandee Jinde

Manpower calculation

weekly Volume â€“ 10000,
AHT â€“ 300 Secs,
Occupancy â€“ 80%,
PTL â€“ 85%,
Shrinkage -15%,
Agent work hours 40.
What is the Weekly FTE?

16 Apr 2020 07:40:53

Jonty Pearce

Helper

Call Centre Helper

Break it down by day

First you need to break it down by day

Then you can run it through an Erlang Calculator.
https://www.callcentrehelper.com/tools/erlang-calculator/

16 Apr 2020 16:54:59

koushiki mukherjee

aht calculation

total working hrs - 10
break - 1hr
jobs to be processed - 170
occupancy - 90%

24 Jun 2020 16:57:53

Jonty Pearce

Helper

Call Centre Helper

Use the Erlang calculator day planner

https://www.callcentrehelper.com/tools/erlang-calculator/day-planner.php

30 Jun 2020 12:16:09

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