Hello I work in a large contact center that is looking to find metrics to staff an email group. I have looked at many places and tried to setup a staffing model myself but my biggest problems are capturing a processing time, and then finding a reasonable metric with which to calculate staffing requirements based upon volume, service level requirements, and processing time.
I am looking for something along the lines of what an erlang calc would give me. Something that would be able to take a processing time, email volume, and service level required, and come up with an efficiency or occupancy percentage that would be needed to achieve that service level goal.
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