How to Calculate Call Capacity in WFM | Call Center Workforce Management Explained

In this video, learn how to calculate call capacity in Workforce Management (WFM) for a call center. We explain the complete call capacity formula using Available Time, AHT (Average Handle Time), and Shrinkage percentage with practical examples.

If you work in call center operations, WFM planning, forecasting, or real-time management, this tutorial will help you understand how to calculate daily call handling capacity per agent and per team.

Call capacity formula in WFM
AHT calculation
Shrinkage impact on staffing
Call center productivity calculation
Workforce planning basics
Real call center example

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Видео How to Calculate Call Capacity in WFM | Call Center Workforce Management Explained канала Techno49