Required FTE Calculation (Non-Voice)

Required FTE Calculation (Non-Voice)

Hi,

Can someone help me please.

I’m tryin to get the required HC/FTE per day using the below info.

Volume: 166 emails

AHT: 34 minutes

Occupancy: 90%

Bio Break: 10 minutes allowed per day

hours of operation: 9am to 6pm

Work Hours: 7.5

SLA: all emails must be processed on or before 5pm

note: Interval data not available (not possible to provide)

Thank you

Question asked by sinnedennis

Dennis,

WL = 166*(34/60) = 94.07

FTE Hrs

After Occ = (90%*7.5) = 6.75

Excluding Bio-Break

=6.75*(1-(10/60/7.5))

=6.75*(1-2%)

=6.6

Agents Req = 94.07/6.6 = 14.25 (=15)

Ideally you must consider 6-10% of Shrinkage depending on how much your associates like/dislike the work culture which directly leads to absences (specially unplanned)

With thanks to sushil10s

Non Voice Process – Manpower Requirement

Hi,

Can someone help me please.

I’m tryin to get the required HC/FTE per day using the below info.

Volume: 70000 Doc

AHT: 30 Sec.

Occupancy: 90%

Bio Break: 10 minutes allowed per day

hours of operation: 24*7

Work Hours: 7.5

SLA: all Doc must be processed on 6 Hrs

Thank you

Vikram Singh

With thanks to Vikram

Have You Tried the Erlang Calculator?

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

With thanks to Jonty

My Opinion

Total volume 166

AHT 34

Total work time is 7:50 (HH:MM)

7*60 420

50

470

AHT 34

per person can complete 14

166/13.82

Agent required 12

12.01*14 166

With thanks to sureshkumar R

Be Careful With Occupancy

Be Careful with an Occupancy of 90%. This will lead to burnout and higher AHT.

Set the occupancy as a maximum of 85%.

With thanks to Jonty

64 Cases Per Month

64 cases per month

Processing time for one case 10 days

SLA 90% of the cases to be completed within the10 day

What you would be the staffing requirement

With thanks to Aju

It All Depends Upon How Long It Takes to Process A Case

How many hours of effort does it take to process a case?

With thanks to Jonty

Manpower Calculation

weekly Volume – 10000,

AHT – 300 Secs,

Occupancy – 80%,

PTL – 85%,

Shrinkage -15%,

Agent work hours 40.

What is the Weekly FTE?

With thanks to Sandee

Break It Down By Day

First you need to break it down by day

Then you can run it through an Erlang Calculator.

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

With thanks to Jonty

Aht Calculation

total working hrs – 10

break – 1hr

jobs to be processed – 170

occupancy – 90%

With thanks to koushiki

Use the Erlang Calculator Day Planner

https://www.callcentretools.com/tools/erlang-calculator/day-planner.php

With thanks to Jonty

Author: Jonty Pearce