Help for blended calls for multi skill agents

[n_meghanath]

Hi All,

For a campaign which has a blended environment of outbound sales and inbound customer care calls handled by multi skilled agents what should be the telephone occupancy percentage? The situation is that inbound calls would be given top priority and would be made top skill whereas the outbound sales call would be thrown to the agents only when they are idle. My question is how much of a idle time should be considered or given to the agents for switching to the outbound sales mentality after handling an inbound call? The Target AHT for inbound is around 15/20 mins whereas the outbound AHT target is about 5 mins only. Your input would be appreciated.