Weekly FTE / Cap Plan / Reduced Op Hours

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Weekly FTE / Cap Plan / Reduced Op Hours
Hi all,

Just wondering how everyone handles the following scenario (examples) to calculate FTE requirements

Cap Plan Assumptions
Weekly workload calc in excel (calls x AHT)/3600/7.6/(261.52)/Occ/(1 - Shrink)
FTE = 38 hours pw
No erlang calc used, not wanting to go down to daily or interval level

Scenario:

Normal Operating hours are Mon-Fri (more than 38 hours total)
Week 1 - Open 5 days as usual
Week 2 - Closed Monday due to public holiday, Overall calls don't reduce so volume remains same as week 1
Week 3 - Closed Monday due to public holiday, reduced calls on Thursday due to public holiday (but remains open)
Week 4 - Monday public holiday reduced calls, but remains open

I have a few diff ideas but keen for others experience

Thanks!

Sorry, should have i...
Sorry, should have included that the the calc is for regular week (week 1), and looking for suggestions for week 2-4 either changing the calc or the available/projected FTE
Thanks!

Editor

Call Centre Helper

Could you please explain this part
Could you please explain this part

Weekly workload calc in excel (calls x AHT)/3600/7.6/(261.52)/Occ/(1 - Shrink)

Thanks

Hi Jonty, that's th...
Hi Jonty, that's the calculation we use to calculate required FTE on a regular week in our capacity plan. Sorry the 261.52 should be (261/52), Occ meaning Occupancy (eg: 80%) & Shrink being shrinkage (eg: 35%)

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