required FTE calculation (non-voice)

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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


Sr Executive WFM

TM


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)


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

Helper

Call Centre Helper

Have you tried the Erlang Calculator?

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

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%.

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

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?

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

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/

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

Helper

Call Centre Helper

Use the Erlang calculator day planner

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