Monthly Volume = 25000
AHT = 10 mins
Service Level = 90% < 20 secs
Occupancy = 75%
With the given info: I can calc
my FTE through
(((25000*12/52)*10)/60 / (1-12%) / 75%) / 40 = 36 FTE
Can you help me how I can the take the SL to my calc or my abandonment to calc which is at 2% abandonment.
Can I apply the abandonment directly to my monthly volume? which will reduce it at around 500, by doing this its like me saying that we will not be able to answer that 500 calls due to application of the abandonment. Im not quite sure if this is logical to do or how?