Calculate FTE Needed Per Hour and Create Shifts

1631

Calculate FTE Needed Per Hour and Create Shifts

Hi everyone,

is there any software capable to tell me how many FTEs i need per interval, every 15 minutes, 30 minutes or an hour and then suggest me the different shifts that i should have in order to meet the requirements?

Thank you.

Question asked by Alexander

Erlang Calculator

The first part to your question is to use an Erlang Calculator

https://www.callcentretools.com/tools/erlang-calculator/

For the second part see this article

The Best Shift Patterns for the Contact Centre

With thanks to Jonty

Inquiry

What roster can I do for 1 seat in a call center for 7 employees. 24/. It works out at 24 hours each. Or can it be done with less staff.

With thanks to Gerald

Use the Experimental Scheduler

First run an Erlang calculation (try across 24 hours) and then try the Experimental Scheduler on the results page.

https://www.callcentretools.com/tools/erlang-calculator/

With thanks to Jonty

Author
Jonty Pearce

Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.

He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.

He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."

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