Question

A manager in a call center needs to determine how many agents to schedule next week.

Based on previous data, she expects to get 7,940 calls next week. The following conditions
apply:
• On average, call center agents can handle seven calls an hour.
• The call center is open for 10 hours, 5 days a week.
Full-time agents work 40 hours per week, but are only on calls for 35 hours a week.
Part-time agents work 20 hours a week, but are only on calls 17 hours per week.

Answer 1

Number of calls expected in next week by manager = 7940

Average Number of calls that call center agent will attend in an hour =7 calls

It is also given that, Call center remain open for 10 hours 5 days a week.

Also, it is given that, full time agents work 40 hours a week but are only on call for 35 hours per week ,Part time agents work 20 hours a week but are only on calls 17 hours per week .

⇒Number of hours worked by full time agents × Number of calls attended in an hour × Number of full time agents + Number of hours worked by Part time agents × Number of calls attended in an hour × Number of Part time agents ≤ 7940

⇒35 × 7×Number of full time agents +17 × 7 ×Number of Part time agents ≤ 7940

Option A

⇒35×15×7+17×7×15

= 3675+1785

= 5460

Option B

⇒35 ×7×20+17×7×7

=4900 +833

= 5733

Option C

⇒35×20×7 +17×20×7

=4900+2380

=7280

Option D

⇒25 × 35×7+17×7×5

=6125 +595

=6720

Option E

⇒28×35×7+17×7×10

=6860+1190

=8050

Option E, ⇒ 28 full time agents and 10 part time agents , is best to meet the scheduling needs is most appropriate, that is nearer to 7940 calls.