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Hello,
I am scheduling my group to be available working for 6.55 hours in an 8 hour shift
ie---> (8 hr shift - 45 min lunch - 10 min break - 10 min break x 95% schedule adherance)
I am attempting to find out how many agent I need to reach 80/20 SLA based on my projected call volume
-Chris
This is my present formula
FTE REQUIREMENTS
50000 PROJECTED CALL VOLUME
divided by
151.16 MONTHLY MANNED HOURS
divided by
6.95 TOTAL MANNED HOURS PER DAY
multiplied by
80% SERVICE LEVEL
equals
38.07 FTE REQUIRED
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