required FTE calculation (non-voice)

Topic Views - 7345

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

Want to add a comment?

Comment Title

More Details *

First Name *

LastName *

Email Address *

Not found what you were looking for?

1. Try searching through our site.

2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question

required FTE calculation (non-voice)

Want to add a comment?

Not found what you were looking for?

Latest Related Articles

Categories

Ask a Question
& Find an Answer

required FTE calculation (non-voice)

Want to add a comment?

Not found what you were looking for?

Latest Related Articles

Categories

Ask a Question& Find an Answer

Ask a Question
& Find an Answer