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Workforce calculator (FTE)
Calculate how many agents, in FTE, you need to handle your ticket volume. Enter the volume, average handling time and the hours worked per agent.
Your data
Estimate your staffing need for a month:
Total tickets per month
Average Handling Time per ticket
35h week = 151h, 39h = 169h
Productive time vs paid time, usually 70-85%
Enter your numbers and click Calculate.
What is workforce sizing?
Workforce sizing, or FTE sizing, tells you how many agents you need to process a given ticket volume. It is the foundation of customer service staffing.
The formula: FTE = (Volume x Average time) / (Work hours x Occupancy rate)
Occupancy matters. An agent does not spend 100% of the day handling tickets. Breaks, training, meetings and admin exist. A realistic rate is usually between 70% and 85%.
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