50 calls in a 15 minute interval
80% service level
20 sec ASA
1000 secs AHT
= 88 FTE
When i use 88 FTE for my planned FTE for the that 15 minute interval i get 100% service level using the erlang Service Level calculation. --example =ServiceLevel(1,2,3,4,5)--
Why does it not display the 80% I wanted based on my FTE forecast. I know it does not include shrinkage in the service level calculation so if reduce my planned FTE by 27.5% i get circa 84% Service level forecast.
So do i need 88 FTE or do i need 63.8 FTE, i believe its got to be the 88 FTE however do i calculate the service level off the 88 which gives me 100% SL or do i calculate it off the 63.8 FTE which gives me 84% SL as i only want to achieve 80% SL.