Waiting times

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Waiting times
I have been asked to work out how many fte I require to reach a SL of 60% with a wait of 50 seconds, 60seconds, 70 seconds, 90 seconds and 300 seconds. I have no idea where to start, I can work out how many FTE I need to reach a certain SL but not an ASA, can anyone help?


Call Centre Helper

50% Service level target is the same as average speed of answer
If you want yo work out the staff for an average speed of answer of 50 seconds, the just put in a service level target of 50% of calls answered in 60 seconds into an Erlang Calculator.


It is very straight forward.

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