# Email and Chat FTE Calculation

#### julzjulz

##### New Member
Hi,
Hope everyone is fine. Just need some help here. I need to calculate required FTE for our Email and Chat support group. Can anyone share calculation and computation here are the requirements:

1. Email
Volume per week = 49k
Handling Time = 3 minutes
SLA #1= 90% volume ans in 12 hours
SLA #2 = 80% volume ans in 24 hours
Shrinkage = 21%, Occ 80%

2. Chat
Volume per week = 49k
Handling Time = 3 minutes
SLA #1= 80% volume answ in 5 minutes; concurrency:1
SLA #2= 80% volume answ in 5 minutes; concurrency:2.5
Shrinkage = 21%, Occ 80%

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#### KRice

##### Well-known Member
Welcome to the Board! This type of problem is often examined using operations research methods. A common approach is described by Erlang. See this thread for some idea about its application to estimate staffing needs for call centers... Erlang C Calculation

The revised version of the worksheet with the helper conversion section and a notional solution for your first scenario is available here:

Also, note that the objective is to use the initial guess for the number of staff needed (in B23) to create a series of guesses in C23:G23 (change these to ever increasing values)...so that conditional formatting in B31:G31, B42:G42, and B45:G45 turns cells green in each of those ranges. If a green cell is not shown in each of these ranges, a solution has not been found. The summary block at the bottom of the worksheet uses these ranges to find the smallest number of staff necessary to meet the requirements.

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