Hi all, new to this forum (very helpful resource thumbs up!)

Question:
How to calculate FTE for blended agents - blended meaning they take two or more skills with seperate SLAs for each skill.

My theory, I just figured adding the seperate requirements together to project the requirements for that group, but this poses a potential issue in training priorities for the skills.

anyone tackle this issue?

I don't know about the calculation, but as regards the training priorities, why would you not simply train against demand? Train first for the type of call you get the most, then for the next most common call etc. until you get to the agents being able to take 75-85% of all the calls that come in. Then you can release them onto the floor with them confident they can handle most of the calls. Then when a call comes in that they can't deal with, have them ask for help and learn that new type of call from the person who offers the help.

Best,

Rob

Hi Will

As these agents work in a blended environment you'll need to take into account the gains that you will make in terms of productivity i.e. two separately sized teams added together wouldn't do this.

Are you using an erlang calculation?
Eamon

I'll have to back track a little 'cause I think I ran into the main cause of confusion @ my center.

We've been around for a while but WFM is a relatively new concept for this particular center.

I have been tasked with creating an "FTE" plan to kick off 4th Q hiring. I think I ran into a translation conflict between "FTE" and "how many bodies do I need to hire"

to the best of my knowledge, FTE = full time equivalent = (agents required* max working hours)/hours of operation

This figure will produce a number that is beneficial to finance but doesn't give the recruiters X bodies for X hours.

Using Erlang to figure out agents @ peak and agents off peak, and the split between full time/part time (as defined). Gives me total bodies for hiring.

Is this correct?