Advance FTE Requirement Calculator – Workforce Managment

Advance FTE Requirement Calculator

Total Volume (Calls/Tasks): Average Handle Time (in seconds): Occupancy Rate (%): Shrinkage (%): Staff Hours per Day (optional): Calculate FTE

What is FTE?

FTE (Full-Time Equivalent) helps to know how many full-time employees are needed to handle the workload based on time, volume, and work efficiency.

Example Case Study

If you receive 1,000 calls a day and each call takes 300 seconds (5 minutes), with an occupancy of 85% and shrinkage of 25%, and your agents work 8 hours a day:

• Workload in seconds = 1,000 × 300 = 300,000 seconds
• Total working time in seconds per agent = 8 × 60 × 60 × 0.85 × (1 – 0.25) = 18,360 seconds
• FTE Required = 300,000 ÷ 18,360 ≈ 16.34 agents