I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of tickets created each month. I've been banging my head because of many variables such as escalation rates, solve rate, personal backlog, average ticket handle time, etc.
Does anyone have a magic formula or recommendations? For example, I'd like to calculate the number of agents needed based on X number of new tickets per month.
I'd also be open to consulting firms/services specializing in this. Thanks!
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