FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec Related Articles Staffing - FTE Required What Exactly is FTE FTE Calculations How to Calculate Required FTE for Inbound Call Volumes © realstockvector - Adobe Stock - 289261546 871 Filed under - Forum, Full Time Equivalent (FTE) FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec How I can calculate the weekly FTE required weekly ( not interval) with different SLA. I know how to do it for capacity, but not by service level on weekly basic. Question asked by JoseRD Answer for FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec Sorry no easy solution on this one. You will need to break it down by interval. If you don’t know this you will have to make a guess of the overall profile across the day. Section 2.2 of this report will give you a typical profile. How to Work Out How Many Staff You Need in a Contact Centre Many contact centres also start busy on a Monday and then this falls down across the week. If you don’t know the figures then as a starter you can use these percentages Monday – 110% of an average day Tuesday – 105% of an average day Wednesday – 100% of an average day Thursday – 95% of an average day Friday – 90% of an average day The rest of it you need to put into an Erlang Calculator New Excel Based Erlang Calculator – with Maximum Occupancy With thanks to Jonty Do You Have Historical Daily SL and Utilization %’s? What you can do is do a regression analysis seeing the inverse correlation between your daily SL’s and your utilization numbers. I would assume you would have some historical days where your SL’s were a bit lower than your goal. So, essentially, you are trying to see if you can predict what your utilization will be on a given day by only knowing what your SL was. Should be a good correlation between the two. If you can do this, then you can apply it to a weekly look with each of your different SL goals. From there, you need to be able to apply the corresponding utilization % to the forecasted talk time and back into an FTE number. With thanks to Aimee Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 25th Jul 2024 Read more about - Forum, Full Time Equivalent (FTE) Recommended Articles Staffing - FTE Required What Exactly is FTE FTE Calculations How to Calculate Required FTE for Inbound Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter