Hourly Capacity for Email Process Related Articles The 2024 Guide to Contact Centre Capacity Planning What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid Is Email on its Way Out? How to Refocus Team Leaders From Spending Too Long on Email © Yuliia - Adobe Stock - 305916161 245 Filed under - Forum Hourly Capacity for Email Process Headcount available for one interval is 10 & email per hour is 13 & non productive time is 12%,can I the manual formula to calculate capacity Question asked by kiran Not Sure I Understand Your Question So 1 person can handle 13 emails per hour? Then 10 people could handle 130 emails per hour. Take off 12% and you have 114 Emails per hour. You also need to take out shrinkage out of the equation – say 35%, which reduces the capacity to 74 emails per hour. With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 22nd Apr 2022 Read more about - Forum Recommended Articles The 2024 Guide to Contact Centre Capacity Planning What Is Customer Email Management? – With 10 Tips, Software Advice and Mistakes to Avoid Is Email on its Way Out? How to Refocus Team Leaders From Spending Too Long on Email 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 Webinars & Events Weekly Newsletter