SL% from FTE & Calls & AHT

[titovalle]

Hello guys,

I am actually trying to manage to get the projected SL% based on a projected FTE, forecasted number of calls and forecasted AHT. This is on a weekly basis.

Any thoughts,

Thanks

Roberto Valle

[NBosch]

As with most calculations, this is do-able, if you use the right formula's.

I don't know what software you are planning to use but with Erlang C it can be done with Excel - given that you have the knowledge of the formula and how translate this into the worksheet.

2 points I would like to make:

1. Your historic data are the trick here to get a somewhat appropriate result;
2. I would advice that you consider the shift patterns of the agents and see how you can optimize the result based on the available flexibility.

Good luck.

Niek Bosch