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Reply To: Calculating FTE’s

#17538
daymo
Guest

try the erlang calculators.

3 types depending on what you want to factor in to the eqauation.

erlang c, should give you an fte count providing you know call volume per hour, along with average call length.

it will also require you to add a acceptable answer rate…

ie, 85% of calls to be answered within 20 seconds.