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Thanks to both Jeff Chow and Joe B for posting replies.
I will download the information per your suggestions, but to add more color to Joe B's point, our center is currently capturing agent availability using this mathematical formula:
ACD + Avail Time / Total Staff Time = Availability Percentage
It is my understanding that Agent Availability is slightly different that Occupancy or Agent Utilization which is calculated this way:
ACD + ACW / Total Staff Time.
Occupancy or Agent Utilization is inversely proportionate to service level (in theory). As agent occupancy rises, service level deteriorates. Conversely, as service level improves, occupancy deteriorates and agents are available to to handle more calls.
Can either of you confirm that the Availability Percentage formula we are using is correct or add further comments.
I appreciate it.
Thanks!
Art
Georgia
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