Weekly Staff Requirement

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Weekly Staff Requirement
I have calculated the staff requirements down to 30 min intervals for the week but am having difficulty determining how many FTEs are required for the whole week. Following are the assumptions:

Volume - 58816, 21% will be answered at site 1 and 79% will be answered at site 2
AHT - 360s
SL - 80% in 60s
Shrinkage - Site 1 is 42%, and site 2 is 15% (I know this sounds really low, but they swear it is accurate)
Max Occupancy - 85%

I calculated the following requirements using erlang c.

Sun Mon Tues Wed Thur Fri Sat
9:00:00 AM 68 113 105 87 83 95 77
9:30:00 AM 63 105 99 83 80 84 72
10:00:00 AM 80 120 112 101 95 89 92
10:30:00 AM 80 112 104 108 106 101 92
11:00:00 AM 83 113 112 101 108 106 93
11:30:00 AM 84 116 116 106 106 112 89
12:00:00 PM 95 121 121 116 105 117 96
12:30:00 PM 90 121 121 106 108 116 99
1:00:00 PM 101 116 112 112 106 106 89
1:30:00 PM 108 125 117 118 106 106 101
2:00:00 PM 108 133 125 128 116 112 105
2:30:00 PM 107 125 132 118 117 125 112
3:00:00 PM 108 137 132 118 117 125 113
3:30:00 PM 104 136 129 118 113 125 107
4:00:00 PM 105 133 132 125 106 117 117
4:30:00 PM 107 136 125 121 112 116 107
5:00:00 PM 96 129 117 112 105 112 101
5:30:00 PM 84 121 113 113 101 101 93
6:00:00 PM 80 116 104 95 95 89 75
6:30:00 PM 84 107 96 95 95 93 71
7:00:00 PM 75 112 89 93 84 87 75
7:30:00 PM 72 101 87 84 83 72 64
8:00:00 PM 63 87 79 75 71 72 63
8:30:00 PM 60 87 77 78 75 60 59
9:00:00 PM 56 79 67 63 59 56 55
9:30:00 PM 35 68 59 59 51 48 48
10:00:00 PM 0 43 32 22 27 32 22
10:30:00 PM 0 30 27 22 23 23 11
11:00:00 PM 0 23 20 14 15 22 0
11:30:00 PM 0 11 14 7 10 10 0


Any thoughts on how to determine the weekly FTEs?

Helper

Call Centre Helper

You need to create a Schedule
The next stage here is that you need to create a schedule. You need to define a number of shifts and see how these match up. Its a bit time consuming but hopefully should give you a reasonable match. You need a number of full time staff as well as a number of part time staff.

Hope this helps

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