[karthikkapali]

Hi, Please find below the Call Forecast Calculation.

Calls offered per day = 21500/31 = 694
Calls offered per week = 694 * 7 = 4855
90% of SL to be met = 694 * (90/100) = 625 Calls.

Lets assume techs would work for 9/5. (Hours of working per day / No of working days)
Out of the 9hrs - 11% would be for Aux Works (Breaks, Lunch, Dinner)
1 Hour of breaks for each agent per day will give you 8hrs of Calling.

So FTE Could be calculated as

Weekly Workload (in secs) = 4855*7*180 = 6117300 secs.
Weekly Workload (in Hrs) = 6117300/3600 = 1600 Hrs
Staffing Availablity in Hrs = 8*5 = 40hrs/Week

FTE (Full Time) = 1600/40 = 40 Agents.


Looking at you call volume... My assumption is that, Per 1Hr interval, you will be receiving 30 calls. So as per the AHT mentioned above. The agents required to pick those calls would be 3 Agents with an ASA of 30 secs.

If you are monitoring the call arrival pattern for the previous days to determine the peak hours and non peak hours. You can do your staffing requirements effectively. Inorder to give you accurate information. Please provide the time zone of the project and other metrics details so that we could do better.


Regards,
KK