This calculator produces a planning estimate for workload capacity. It is not a replacement for interval-level Erlang/service-level workforce modeling.
Inputs
Contacts per day, average handle time in seconds, paid hours per agent/day, target occupancy and shrinkage.
Workload
Workload Hours = Contacts x AHT Seconds / 3600
Productive hours per paid agent
Productive Hours = Paid Hours x Occupancy x (1 - Shrinkage)
Planning FTE
Planning FTE = Workload Hours / Productive Hours
Example: 1,000 calls, 300-second AHT, 8 paid hours, 85% occupancy and 30% shrinkage produces about 83.33 workload hours, 4.76 productive hours per paid FTE and 17.5 planning FTE, rounded up to 18.
For production inbound staffing, model interval arrival patterns, service level, patience, occupancy and schedule constraints.
Compare the cost of staffing this team.
INTERACTIVE PLANNING MODEL
Run your scenario
Change the assumptions to see the result. Decimal rates use 0.80 for 80%.
PLANNING OUTPUT
83.33Workload hours- Productive hours per agent
- 4.48
- Planning FTE
- 18.6
- Rounded planning headcount
- 19
Planning estimate only; not interval-level Erlang/service-level queue modeling.