Hi There,

Brand new to these foruns, and I am looking for help from you out there...

I need to ascertain the number of FTE's in a blended module between two or three different Business Units (Language), as example for a period (week) are:

Language Volume AHT
English 3928 6.0 minutes
German 3841 6.0 minutes

The Service Level is 85% for both in 180 secs

According to Erlang the Fractional Agents are 12.7 "English" and 12.5 "German", my issue is;

I do I calculate as a blended module

All the help is very much appreciated.

Thanks,

Hi Victor

You can consider this to be one call type provided the agents have a suitable level of cross-skilling. If the agents are 100% bilingual then you can treat the English and German incoming calls as one skill type and plan for the entire volume 7,769 at 6 mins which would result in 10% reduction in the overall agent requirement.

If the level of cross-skilling is zero then obviously you have to plan it as two separate teams.

If the level of cross-skilling across the opening hours leaves you with enough confidence that it can cope with the varience expected in the predicted volume then you can still work out the FTE requirement as a single skill type. Anything over 50% of the agents cross-skilled would be a high enough level.

Caution though - although planning as one skill does reduce the agent requirement you will have an operation with 90%+ occupancy rates, this could put the agents under pressure and thus affect AHTs and adherence levels and then subsequently the service performance.

Hope this helps

Eamon Goodfellow
beCogent

Hi Eamon,

Thank you for your reply and help, I have actually build already something similar applying %ages of the Volumes from English to other languages, I will try to convey your advise.

I saw in another post a reply from yourself "WFM question - Agents required" where you mention you have a spreadsheet with Erlang and further developed by you, do you think it would be possible to share the spreadsheet?

Many Thanks,

Hi Victor

Glad I could help, the spreadsheet is actually a product that we use in consultancy and as a sales item so I can't pass it on for free I'm afraid.

Eamon