[mikael]

Chris,

I think you may want to take another look at your approach.

If you know your target service level, the average handle time for the calls, and the number of calls you expect at a given hour, an Erlang calcuator will tell you how many people you need on deck at that time to meet that service level.

If you plot your busiest hours across the week, and the headcount required during those hours to meet the S/L, you'll get a better basis for your overall staffing requirements.

Having only three possible states for your group, logged into the phone queue / at break / at lunch, and a 7-hour per day PIE (phone in ear) expectation will, I think, tend to result in a pretty high turnover rate. I think that a planned 95% occupancy rate is a bit ambitious.