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Calculation nr. helpdesk-agents 7×24

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  • #13754 Reply

    How can i calculate the number of employees in need to setup a 7 x 24 helpdesk.

    Number of calls/month
    Within Office Hours : 2200
    Outside Office Hours : 220

    #13755 Reply
    R. Bohra

    1 person takes approx. 10 minutes to complete a call on an average.Lets calculate as per 6 hrs. productive giving us 6 x 60 = 360 minutes.

    Thus a person can handle 36 calls in a day.

    #13756 Reply

    Search on the web for Erlang C method. This formula gives you a good idea of the number of agent you need to do your business.

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