Proactive Chat Staffing Calculation Related Articles How to Calculate Required FTE for Inbound Call Volumes Staffing - FTE Required HC Calculation for A Data Process Backoffice FTE Calculation © blankstock - Adobe Stock - 376554500 781 Filed under - Forum Tips/advice on how to calculate staffing for proactive chat I am looking for any tips/advice on how to calculate staffing for proactive chat. We have run a quick trial to get a feel for numbers and AHT, we have decided on concurrency and service levels. Obviously the more staff (within reason) we through at this, the more potential chat forms will be presented to our customers. Have I considered everything? Or is there something obvious that I have missed? Question asked by PJack Supply based forecasting model There has to be a demand as well as supply based forecasting model. The demand based staffing can be derived by trending visitor volume & acceptance ratio. The supply based model can be an extrapolation of what you derive from demand based pattern on your staffs available. A product of concurrency and AHT will give you chats per hour. You can convert this CPH into AHT again to factor concurrency. Use ASA, interval volume, SL (erlang c) to get the staffing spread. Hope this helps. With thanks to cruiser123 Invites should range within 90% to 95% ” Obviously the more staff (within reason) we through at this, the more potential chat forms will be presented to our customers.” Holds true till the time your invitations are less than visitor volume. Generally the invites should range within 90% to 95% of visitor volume. The proactive chats will depend on how much of these invites have been accepted by customers. So, acceptance rate has a huge role to play. With thanks to cruiser123 SLA Targets Thanks for your help cruiser. Any advice on an SLA target to use in the staffing calc? I have completed a number of scenario’s calculating staffing required to achieve SLA’s of 99%, 95%, 90%, 80% in 20 seconds. Is there an industry standard? With thanks to PJack No Industry Standards I have not seen any industry standards for this, but we will be asking this question in tomorrow’s webinar on Best Practices for Web Chat. It will be interesting to see the results. With thanks to Jonty Poll Results The results of the poll of what service level time for web chat 1 – 10 seconds 22% 11 – 20 seconds 35% 21 – 30 seconds 20% 31 – 60 seconds 14% 60+ seconds 9% This probably puts the average at 18 seconds. Paul Weald indicated that it should be to 10 seconds. You can view a replay of the webinar on the following link. Recorded Webinar: Best Practices for Using Web Chat With thanks to Jonty 2 Questions I have two questions about FTE calculations and call capacity 1. If your data is as such FTE 740 FTE hours/month 168 Load factor: 25% Expected occupancy 70% expected AHT 350 How many calls can the above call centre take with those metrics? what would be the proper calculations because i see more then one somtimes second question Call Volume/Month: 345,000 Abandon Rate: 5% AHT: 348 Expected Occupancy: 55% Load Factor: 30% FTE Hours/Month: 170 How many FTE would you need to do the above job and what would be the proper calculation? With thanks to noah Load factor Hi Noah What do you mean by load factor? With thanks to Jonty Answer Load factor from what I know is the total of all the below Absence-Paid Absence-Unpaid Coaching Tech Meeting Unproductive Time Vacation-Paid Vacation-UnPaid Training Paid Break Special Projects AUX Time Thank you very much, appreciate your help in this Jonty With thanks to noah Shrinkage That is also know as shrinkage FTE 740 FTE hours/month 168 Load factor: 25% Shrinkage Expected occupancy 70% expected AHT 350 350 seconds Hours per month for all FTEs 124,320 Hours Less shrinkage 93,240 Hours After occupancy 65,268 Hours Calls per agent per hour 10.29 Total calls 671,328 With thanks to Jonty FTE (full time equivalents) thank you very much! just one more question in the list second question Call Volume/Month: 345,000 Abandon Rate: 5% AHT: 348 Expected Occupancy: 55% Load Factor: 30% FTE Hours/Month: 170 How many FTE (full time equivalents) would you need to do the above job and what would be the proper calculation? With thanks to noah Calculation Hi Noah It’s the same calculation (just backwards), you just ignore the abandoned calls figure. I put it all into a spreadsheet. FTE 511 FTE hours/month 170 Load factor: 30% Shrinkage Expected occupancy 55% expected AHT 350 348 seconds Hours per month for all FTEs 86,870 Less shrinkage 60,809 After occupancy 33,445 Calls per agent per hour 10.34 Total calls 345,982 (closest value I could get to 345,000) With thanks to Jonty Query Hi Jonty, can you please tell how you came up with 511 FTE? have the same case as above and need fully understanding. Thank you With thanks to sinnedennis Answer Dennis, FTE Hrs: 170 After Occ: 93.5 Less Shrinkage: 65.45 This 65.45 Hrs is the productive time your agents will give in a month Total Workload you have is: 345000*(348/3600) = 33350 Hrs # Agents Req = 33350/65.45 = 509.46 (=510) That is what I have for you. With thanks to sushil10s Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 29th Apr 2022 Read more about - Forum Recommended Articles How to Calculate Required FTE for Inbound Call Volumes Staffing - FTE Required HC Calculation for A Data Process Backoffice FTE Calculation 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