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How to create a schedule with the data i have

M

Mohamed Alidina

New Member
Hi there,

need help. I have gather up 4 months of data for a call center. The call center is divided with agents taking Standard calls and VIP calls. They also work with emails (Standard & VIP).

for example in a team called Standard UTM, they have 9 agents. 8 of them are on calls while one is taking care of emails. However, this format is not working as the amount of calls coming for STD UTM is very high. So my task is to come with a proper schedule/forecast and with that informations we can go into a hiring process.

It would be really helpful if someone will help me as i'm not very good in excel. I have attached the hourly data i have per team and per market (Standard/VIP)

Thank you
 

Attachments

Hi,
Thank you for your reply. We really have 9 agents for STD UTM. Where do you see 24?
The call center we have is regarding firewall products. So clients can call regarding they licenses renewal (which is a quick call), but they longest calls are calls regarding the setup of the product (can last upto 3 hours), virus found in the platform, etc.
Unfortunately, they type calls or reasons of the calls are not documented (something that i will put in place in the future). If they were they i would know how many calls were just for renewal, how many calls for setup, etc.
I like they way you are calculating and gives you the exact number of employees need.

I hope i gave you enough informations. Please can you help me?
 
Hi again. I can help You. Could You please send an e-mail address? It would be easier to continue. 24 ... You have counted to 1PM-2PM : 18+6. I will ask more details later, Okay?
 
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