Rule of Thumb: How many ACD agents?

We’ve published our Rule of Thumb: Calculating the number of agents needed in an inbound call centre.

The rule of thumb for calculating the number of agents needed in an inbound call centre is:

The required number of agents is roughly (the number of calls expected per hour) multiplied by (the average number of seconds it takes to handle each call) divided by 3200

ACD agents calculator

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