Staffing Model - Email Support

[pedroreyest]

Hi -

I need help with creating a staffing model for email support (24/7). I have a 100% service level or turn time agreement of all incoming emails to be responded to within 3 hours. Can someone help with a formula to calculate the FTEs required?

Average Handle Time: 7 minutes
Service Level: 180 minutes
Occupancy: 90%
Emails Received per hour: 15

Wondering if someone had a template for this.

[AliGW]

FTEs???

How about offering a few examples ... ?

[pedroreyest]

Hi Ali!

FTE= Full time employees

Sure. I am currently receiving around 15 emails an hour that require a response. We need to respond to 100% of the incidents within 3 hours. I am trying to look at a staffing spreadsheet that accounts for the headcount needed at a 85% or greater utilization.

[pedroreyest]

Re: Staffing Model - Email Support

Hi Ali!

FTE= Full time employees

Sure. I am currently receiving around 15 emails an hour that require a response. We need to respond to 100% of the incidents within 3 hours. I am trying to look at a staffing spreadsheet that accounts for the headcount needed at a 85% or greater utilization.

[AliGW]

Are you wanting someone to come up with an entire solution for you? If so, you might wish to consider posting in the commercial services section where you can offer a payment for the services. If not, then you are going to need to provide us with the spreadsheet in the state you currently have it and show us what you have tried so far.

[kmg37]

If you are looking for a commercial solution, there is SpreadsheetScheduler.com. Not sure if you are looking for a capacity plan or a staffing plan