Hi, greetings from Brazil. I have a single question that I cannot find any answers to on the internet. Which method do you guys use to calculate the SL for chats? I usually see some people using adapted versions of Erlang, like dividing the number of chats by the concurrency (number of chats that one agent can handle at one time), or dividing the AHT by the same concurrency. However, we know that's not the best way to have a precise calculation. If you guys have any methods or best practices, I'd love to know how other analysts do this kind of calculation. Thanks!

@Techno49

Ай бұрын

Hi, Formula for Service Level in Chats Service Level = (Number of Chats Answered within Threshold Time Total Number of Chats) ×100 This is done through manual calculation and we can also use Erlang method to find out same. Erlang method would give more FTE required as compared to calculation done by manually.

@Techno49 Instead of using occupancy to calculate headcount, what would be the calculation using SL of 80% in 30 seconds?

@Techno49

6 ай бұрын

Hi, by service level and service time, need to use erlang

Hi, in the same workload calculation how can we project the SL of 90%. I know with erlang

@Techno49

9 ай бұрын

Hi, To project SL to 90 percent, need to increase number of agents and actual AHT should be as targeted AHT

@chirusurisetti8802

9 ай бұрын

@@Techno49 how much headcount needs to be increased any calculation which help

@Techno49

9 ай бұрын

Hi, in manual calculation, SL% and asa is not required to find out the headcount. in erlang you know already, just simply change SL from 80 to 90 and headcount would be calculated@@chirusurisetti8802

Bro, Pls share the working file if possible

@Techno49

11 ай бұрын

Hi, It is simple calculation and formula also mentioned in video. I use web version of excel which sorry to say cannot be shared as there is no option to share the file