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01-24-2009, 06:58 PM
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FTE Calculation-Urgent
Hi.I am new to the call-centrer management scene and need urgent help.I need the formula for calculating how many calls I am staffed to handle if I know my expected AHT and SL% and the num of agents present.
If I need any more info on the formula,please let me know. At present my operations run 24/7 and the agents login for 9.5 hrs with 1.5 hrs for breaks.(effective staffed time is 8 hrs).The AHT expected is 22 mins and the SL required is 85% in 20 secs.Also,shrinkage is normally 10% and the occupancy shou;d be 85% too. Regards,Meeta 
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