I found this information really easy to understand the importance of occupancy in Capacity Planning.

But, I have a doubt in terms of calculating Required Manpower. Because, here you did not use shrinkage in calculation and I think that without adding shrinkage in Required Manpower calculate, we will not get correct result.

Please clear my boubt.

Thanks,

Pravin

Step 1: Since the occupancy is 60percent then the total productive time available in an hour will be:

60 minutes * 60%= 36 minutes

Step 2: Since the AHT is 20 minutes, the total calls that an executive can take in an hour will be:

36/20= 1.8

Step 3: forecast for half hour is 11 calls that is 22 calls in an hour. So the total manpower required to be present on floor will be

22/1.8= 12.2

Hope this clarifies your query ]]>