15th November 2013 at 09:37
#16133
Eloi Hizon
Guest
Hi,
I’m looking at getting a formula in removing Service Level % as a factor to derive at a number of heads required.
Basically, if I have x number of calls to be answered in 60 seconds or less, with an AHT of 8 minutes, what’s my headcount?
All formula that I have is asking for Service Level % which, in this case, is not a target, only ASA.