The best way we find out is:
1. Check the performance of the agents
2. Check there Tenure
3. Check the day to day volume graph with peak and non peak hours
4. When u run the shift bid...u will get different shift with the number of FTE required.
Then you as a supervisor needs to take the decision whom you wanna place were coz ....i believe as a supervisor you are much more experienced than the agents and you should have the command of the process.
If you wanna write directly to me then mail me at
sengupta_uttam@hotmail.com