CallCentreVoice Topic How to calculate staffing for chat process

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Sunil Agrawal on 8/11/2011 06:52:34.
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Sunil Agrawal
Manager
Motif

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How to calculate staffing for chat process  [8/11/2011 06:52:34]

I have the half hourly forecast for chat. How can i calculate the number of FTE required every hour to make sure the abondon rate is minimum.

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Pamposh Raina
Sr.Manager -Workforce management
American Express

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staffing  [20/11/2011 17:51:49]

treat it like voice staffing, just be sure of the concurrent chat ratio. All you need is Arrival pattern, AHT, shrinkage and run it on any WFM tool or use erlang add in. Shdnt be an issue

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