Hey @JaredDolich , Thanks a lot for this great reply. It was extremely helpful. The team is actually coming from using an excel/gsheet add in and VBA to calculate the fractional agents. It was pretty slow when having to run through the iterations you mentioned but it's definitely something we can look at if accuracy becomes an issue. In the meantime I calculated the fractional agents using linear estimation like you suggested. After comparing this to the output of the erlang add-in, it appears to be more than close enough. For anyone coming after me... I calculated two versions of SLA, one with the full amount of agents and one with (agents -1), these amounts should straddle the teams' SLA target. I understood the difference between the two to represent the incremental amount 'added' by the last agent. I then calculated the fractional headcount to add to (agents -1). This fraction is relative to the proportion of that incremental SLA % we need to hit the SLA target exactly.
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