Required FTE Calculation (Non-Voice) Related Articles Staffing - FTE Required How to Calculate the Number of Agents Required in a Contact Centre FTE Calculations FTE Calculation Question © gesrey - Adobe Stock - 498389874 1,547 Filed under - Forum 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 Published On: 12th Apr 2022 - Last modified: 29th Apr 2022 Read more about - Forum Recommended Articles Staffing - FTE Required How to Calculate the Number of Agents Required in a Contact Centre FTE Calculations FTE Calculation Question 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