How many agents will be required with an AHT of 15 mins per transaction and 15000 volumes per month?

Question

Accepted Answer

The number of agents required with an AHT of 15 mins per transaction and 15000 volumes per month.

Calculate the total handling time per month by multiplying AHT with volumes per month.
Divide the total handling time by the total available time per month to get the required number of agents.
Consider other factors such as shrinkage and occupancy rate to adjust the required number of agents.
Assuming an average workday of 8 hours and 20 working days per month, the total available time per agent is 160 hours per month.