Hi,
I was wondering; given the agents available and Average Handling Time what is the calculation to work out the capacity of those agents for a given time.
Say for example between 09:00 and 09:30 we will have 15 agents and the fore-casted AHT of this time will be 250 seconds. In this period the agents will be able to handle X calls. What is x?
Thanks for your help.
Johnny
I was wondering; given the agents available and Average Handling Time what is the calculation to work out the capacity of those agents for a given time.
Say for example between 09:00 and 09:30 we will have 15 agents and the fore-casted AHT of this time will be 250 seconds. In this period the agents will be able to handle X calls. What is x?
Thanks for your help.
Johnny
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