Shrinkage, Scheduled Agents & FTE
This lesson is part of the course
In this lesson
You add up shrinkage, gross up the Erlang requirement to scheduled agents for every hour and convert the day into full-time equivalents.
Buy the course once for $9.99 to unlock every lesson and lab, the final exam and the certificate – lifetime access, no subscription.
Lessons in this course
- Core Contact Center KPIs: AHT, ASA, Abandonment & FCR Locked
- Traffic Intensity in Erlangs & Occupancy Locked
- Erlang C: the Probability That a Caller Waits Locked
- Service Level & ASA from Erlang C Locked
- Agents Needed for an 80/20 Service Level Locked
- Shrinkage, Scheduled Agents & FTE Locked
- Interval Forecasting: the Intraday Call Profile Locked
- Cost per Contact & Staffing Cost Scenarios Locked