# of hours staff dedicates to help desk

Basic Calculation Number of events (calls, e-mail and/or Web requests)

Tier 1 180000 5

Total work hours Breaks Company holidays Vacation time Paid time off Project time Time dedicated to admin work Time allotted for training Other work time Total actual work hours available per staff

8 1 8 8 8 0 1 3 0

7 7 12 10 5 0 3 24 0

2912 7 96 80 40 0 156 72 0 2461 0.8 1968.8

Average talk and work time per event (in minutes) Total required work hours per tier

15000 Staffing Ratio Optional, More Detailed Calculation Tier 1 Number of inbound calls Average inbound talk time (in minutes) Average inbound hold time (in minutes) Average inbound after call work time (in minutes) Number of outbound calls Average outbound talk time (in minutes) Weighted average outbound talk time (in minutes) Average handle time (in minutes) Total required work hours per tier Staffing Ratio 180000 5 1 0.5 18000 5 0.5 7 23100 7.62

Utilization rate (average percentage of productive time) Total practical work hours available per staff

11.73

Tier 2 0 0

Tier 3 0 0

Charts 8 Tier 2 1300 3 1 1 200 3.5 0.23 5.23 130.75 Tier 3 1500 7 1 1.5 300 7.5 0.38 9.88 296.4 Staff Number 12 Tier 1 Tier 2 Tier 3 11.73 0.07 0.15

The following charts use data from the 'More Detailed Calculations' section in the 'Calculations

0.07

0.15

12