English to Russian Tech/Engineering IT (Information Technology)

To calculate the staff required for contacts that do not have to be handled when they arrive, you can often use variations of traditional industrial planning. For example, if you have 60 customer e-mail messages that require an average five minutes processing time, there is 60 x 5 or 300 minutes of workload to handle. Since there are 60 minutes in an hour, the work will require 300/60, or 5 base staff hours.
That's assuming 100% efficiency (which is not realistic), so you will need to adjust base staffing estimates upward. Establishing rolling response times - for example, promising a four-hour response, regardless of when messages arrive - introduces complexities that are best handled by workforce planning software; but the basic inputs of volume, average handling time and response time objectives do not change.