How Calculate Fte Benefits of AHT Reduction

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How Calculate Fte Benefits of AHT Reduction

I have demonstrated that AHT can be reduced by 43 seconds across an operation currently running with AHT at 400seconds

How do I calculate FTE reduction benefit of achieving an improved state of 357 secs AHT

Question asked by Ian

Use An Erlang Calculator

This is where an Erlang calculator comes in useful.

https://www.callcentretools.com/tools/erlang-calculator/

Just do the calculations with the same number of calls and different AHT and compare the results

With thanks to Jonty

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 5th May 2022
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