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Reply To: Optimal staffing model

Eloi Hizon


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.