Calculating FTE with Erlang part 2 using Shrinkage Factor

FTE; Monthly Calculation

The table below would be created in Excel columns A-D. The FTE values in the D column are calculated using this forumla:

=(((Agents(0.8,30,($B2/(24*$C2)),180))*((24*$C2)/173.33)*1.234568))

the last number 1.234568 is the shrinkage factor, use the shrinkage factor that corresponds to your shrinkage percent found in the table created by following part 1.

# Calls # Days FTE Req

Jan 264,592 31 116.58

Feb 211,085 28 90.94

Mar 214,883 31 95.39

Apr 183,328 30 82.05

May 223,861 31 100.69

Jun 224,375 30 97.44

Jul 225,556 31 100.69

Aug 227,928 31 100.69

Sep 229,953 30 102.57

Oct 233,847 31 100.69

Nov 234,299 30 102.57

Dec 238,020 31 105.98

FTE, Weekly Calculation

Using Erlang to calculate the FTE below use this formula:

=(((Agents(0.8,30,B2/168,180))*168)/40)*1.234568

Again the last number is your shrinkage factor

#Calls FTE Req

35357 72.59

Play with the math, you should be able to figure out Daily FTE using your shrinkage factor.

25 Jun 12:35 am

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