FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec

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