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Arthur,
I understand there could be lot of confusion as availability could be translated in many ways. Now, lets understand what we actually need,
Agents logged in for 9 hrs
Break - 1 hr
Quality feedback 30 min
idle time- 2 hrs
Talk time-4 hrs 30 min
ACW 1 hr
As far as I understand we would have to see how we calculate as per our need. I feel the first two things that we generally need is Occupany( Meaning amount of time occupied). confusing? ok we can have 2 occupany, 1 telephone occupancy and another in chair occupancy.
Telephone occupancy(which someone might term it as agent utilization)=talk time+acw/agent logged in time=4.5+1/9*100=61%
In chair Occupancy(amount of time agent is available on his or her chair taking calls or waiting for calls)=talk time+acw+idle time/total logged in time=4.5+1+2/9*100=83.3%
Let me know if this answer your question.
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