HC Calculation for A Data Process Related Articles How to Calculate Required FTE for Inbound Call Volumes Erlang Calculation - An Introduction Forecast Variance Calculation Required FTE Calculation (Non-Voice) © Krakenimages.com - Adobe Stock - 230381928 1,433 Filed under - Forum HC Calculation for A Data Process Hi, I have been searching a way to calculate the FTE requirement for a data process. I could only find FTE calculation for calls. Here is the sceniro I have multiple queues with diff AHT, Volume and TAT and a mix of resources. The data looks something like this. Resource Data Queue 1 Queue 2 Queue 3 Queue 4 Queue 5 Resource A Yes Yes No Yes Yes Resource B Yes No No Yes Yes Resource C Yes No Yes No No —————————————————- Queue 1 Queue 2 Queue 3 Queue 4 Queue 5 AHT, seconds 150 70 80 230 95 ——————————————————- TAT Details Queue 1 Queue 2 Queue 3 Queue 4 Queue 5 TAT, days 10 1 3 2 1 ——————————————————- Volume Queue 1 Queue 2 Queue 3 Queue 4 Queue 5 Jan 64,162 30,539 2,048 7,253 7,555 Feb 31,174 24,490 1,865 4,746 4,299 Mar 21,819 21,939 1,390 4,178 3,011 Apr 10,543 11,149 1,266 2,116 2,256 May 11,620 7,101 1,850 2,205 2,197 Jun 11,104 6,607 1,775 1,860 2,462 Jul 10,005 6,325 1,384 1,496 1,973 Aug 9,685 3,144 4,742 1,850 2,001 Sep 8,932 2,620 3,645 1,580 1,631 Oct 12,232 1,999 4,981 6,077 3,430 Nov 81,714 2,204 11,259 12,887 10,022 Dec 95,994 3,957 24,190 10,453 9,466 ——————————————————- What would be FTE requirement resource wise,, Any help would be appreciated. Question asked by mo Looking at the Demands for Each Queue Mo, You may be out of luck. As it’s a multi skilled process it looks like you’ll need to get some form of WFM of it. I don’t think it can be done with a simple POISSON / ERLANG process. As a gross calculation you can do it by looking at the repective demands for each queue and the requirements thereof, However, the fact you’ve multiple skillsets and cross skilling you’ll never get an accurate picture and will always be overstaffed. Sorry it appears negative but it’s probably better than bashing your head against a brick wall. Regards DaveA With thanks to Dave FTE Requirement Hi Mo Using some general productivity assumptions you can produce a monthly FTE requirement. Based on an 85% productivity and 30% shrinkage the monthly FTE requirements, per queue would be Queue 1 2 3 4 5 Total Jan 27.7 6.1 0.5 4.8 2.1 41 Feb 13.4 4.9 0.4 3.1 1.2 23 Mar 9.4 4.4 0.3 2.8 0.8 18 Apr 4.5 2.2 0.3 1.4 0.6 9 May 5.0 1.4 0.4 1.5 0.6 9 Jun 4.8 1.3 0.4 1.2 0.7 8 Jul 4.3 1.3 0.3 1.0 0.5 7 Aug 4.2 0.6 1.1 1.2 0.5 8 Sep 3.8 0.5 0.8 1.0 0.4 7 Oct 5.3 0.4 1.1 4.0 0.9 12 Nov 35.2 0.4 2.6 8.5 2.7 49 Dec 41.4 0.8 5.6 6.9 2.6 57 As there is severe seasonality i these figures I’d suggest that you plan by week rather than month. Given your current skills profile I’d suggest – Resource A+C cannot be lower than 8 FTe – Cross-skilling resource C additionally into Queue 2 would de-risk service level failures Going forward I’d suggest creating a multi-skilled group of 8 FTE who can handle all queues. In peak periods augment this group by recruiting 10 FTE to handle Queues 4 and 2, then recruit the balance of staffing required to handle just Queue 1. Hope this helps. Eamon With thanks to Eamon Eamon.. No marks if you don’t show your working {GRIN}. I was looking at the overall multiskill side. Your idea of two combined is actually very elegant! Kudos.. DaveA With thanks to Dave Workings Monthly volumes * 12 / 52 (converts to weeks) * AHT / 3600 / Productivity / (1-shrinkage) / hours per FTE per week In this case I assumed the hours per FTE per week to be 37.5 Multiskilling is only really required where you have a small number of FTE involved or where you need to deal with significant unpredictability in the forecast. Reducing the number of skills required to be trained across the entire operation saves on training costs and improves the productivity and experience of the agents involved. Elegant, I like elegant, thanks Dave Eamon With thanks to Eamon Re: Eamon Eamon, What you just typed in there dint even bounce over my head. How on earth do you work out calculations like that. I’m in an inbound airline contact centre, can u tell me a simple formulae of how do we calculate the number of resources required to achieve a SL of 85%, AHT around 5 mins, abandoned call rate of not more than 4% at any particular time…am i missing any part of the equation? Pls help me with this With thanks to Dicken Calculation Hi No problem, how many calls per week? What are your opening hours? And your SL of 85%, is that 85% in 10 or 20 or 30 or? Eamon With thanks to Eamon Re: Eamon Hi Eamon Thanks for the revert. Sorry missed that out. Its 85% in 20 seconds. Calls around 12000 a week ( thats just a rough estimate ) We cater to inbound calls from Australia and USA, so its basically a shift pattern. Is that important for you in your calculation ? Awaiting your revert. You can even send me an email on dickenthomas@rediffmail.com if the sames gonna be elaborate. Thanks With thanks to Dicken Dicken No problem Using the a variation on the previous calculation we can quickly work out your resource requirement weekly volumes * AHT / 3600 / Productivity / (1-shrinkage) / hours per FTE per week equates to 12000 * 300 / 3600 / 75% / (1-32%) / 37.5 = 52.28 FTE. Notes – I divide by 3600 after the AHT to convert the calculation from seconds in hours as in reaching the FTE number the calculation needs to be divided by 37.5 – Productivity is worked out using an erlang model, it shows that in order to achieve service level agents can only be busy handling calls 75% of the time that they are directed at call activity. This percentage changes slightly whenever you change the AHT, call volume or service level target, however if you are operating in an environment where the overall call volume does not vary by more than 10% then this is a fairly safe value to use as a constant – Shrinkage is the percentage of time that you pay for an agent’s time when they are not directed at phone activity expressed as a proportion of their total employed time. This differs from company to company 32% is towards the lower levels of shrinkage seen, you should replace this with the figure relevant to your company – hours per FTE per week in our company is 37.5, some other companies express it as 35 hours some as 40, put in what your company uses. I’ll copy all this to your email address, that being said is 52 agent FTE close to what you employ? Eamon With thanks to Eamon Eamon Hi Eamon, Would appreciate if you can explain the formulae given by you. Thanks, Rishab With thanks to Rishab Question Hi Eamon, I just tried out your formula Monthly volumes * 12 / 52 (converts to weeks) * AHT / 3600 / Productivity / (1-shrinkage) / hours per FTE per week and put in my variables Monthly volume = 207,500 AHT = 239 seconds Hours of operation = Mon-Fri 9am-9pm I assume the following Productivity = 80% Shrinkage = 20% FTE per week = 40 Arriving at the following equation 207500 * 12/50 *239/3600 / 80% / 80% / 40 = 125 heads Did i get it right 🙂 With thanks to Jasper HC Calculation for A Data Process Hi Jasper The calculation looks fine except I came up with 124.18. Also it’s *12/52 in the first part of the calc. Is this close to the number you currently employ? With thanks to Eamon Question Thanks Eamon, Yep that’s the same figure I got, I just rounded it off to remove the decimal places 🙂 That will be the initial plan, since the initial volume given is on a monthly basis, were still looking into breaking it down on a daily/ per interval basis for better planning. With thanks to Jasper Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 5th May 2022 Read more about - Forum Recommended Articles How to Calculate Required FTE for Inbound Call Volumes Erlang Calculation - An Introduction Forecast Variance Calculation Required FTE Calculation (Non-Voice) Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter