what is capacity planning? How many FTE are required with AHT of 15 mins in a week given inbound volume is 5000

Question

Accepted Answer

Capacity planning involves determining the number of full-time employees needed to meet service level targets based on workload and average handling time.

Capacity planning is the process of determining the required workforce to meet service level targets.
It involves analyzing historical data on inbound volume, average handling time, and other factors.
In this case, with an AHT of 15 mins and inbound volume of 5000, the number of FTE required can be calculated using a formula like Erlang C or simulation models.

Accepted Answer

4 FTE /day

what is capacity planning? How many FTE are required with AHT of 15 mins in a week given inbound volume is 5000

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