| 摘要 |
Disclosed herein are computer-implemented methods, computing systems, and related technologies that may be used for determining the optimal number of Full Time Equivalents (FTEs) that should be engaged by a service provider in order to provide a service to an insurance company. Multiple service level agreements (SLAs) exists between the service provider and the insurance company, each of which indicates that the service provider must complete a given percentage of assigned tasks for the service within a given time period. A resource optimization application (ROA) determines how many FTEs the service provider should employ, in order to complete assigned tasks as required by the SLAs. The ROA determines the number of FTEs based on factors such as an average handling time (AHT) for the tasks, the capacity of the service provider, historical data that describes tasks previously assigned to the service provider, and other factors.
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