Scheduling breaks/ lunches in an excel report

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Scheduling breaks/ lunches in an excel report
Hello Experts,

My center is ramping up from 20 agents to 100 agents for a 1 day special launch. We dont use a WFM.

I was wondering if anyone had an excel report that will schedule all breaks/ lunches for 100 agents while meeting our SLA target.

Editor

Call Centre Helper

At 100 agents I would suggest WFM software
By the time that you reach 100 agents I would say that you are probably outside of the capabilities of a spreadsheet and should be considering a WFM system.

But if it is a one off then you could do it in a spreadsheet.

Basically you need 48 columns - 1 for every half hour and 100 rows (one for every advisor). When the advisor is present then you put a 1 in the appropriate box. When they are one break then you put in a 0. Al the bottom of the 100 rows you add in how many people are there for each timeslot. Yu then have a staffing profile. You then just need to compare that with expected call volume coming out of an Erlang calculator.

For an Erlang calculator
https://www.callcentrehelper.com/tools/erlang-calculator/
or for an Excel version
https://www.callcentrehelper.com/erlang-c-calculator-2473.htm

14 staff managing lunch breaks
I have a team of 14 advisors. Lunch breaks and dse breaks are challenging. Lunch breaks due to cover over the lunch can be busy. How can I make this work better.

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