Changing SLA and target time- but staffing stays the same- please advise

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Changing SLA and target time- but staffing stays the same- please advise
Hello I am using the online Erlang to compare staffing profiles with different requirements.

Incoming contacts: 4515
In a period of 10 hours
AHT: 755 sec
SLA: 80 percent
Answer Time: 60 seconds
Occupancy: 80 %
Shrink: 35 %
Patience 60%


And Results are:

Maximum Calls per Period 320
Maximum Number of Agents 258.5
Average Number of Agents 182.7
Average Occupancy 79.7%
Service Level for Day 99.6%
Answered in 60 Seconds
Average Speed of Answer (ASA) 0.7 Seconds
Answered Immediately 98.8%


I was then asked to come back with changing shrink to 20 percent ( instead of 10)
and more importantly change SLA to 80 percent with 300 seconds.


The only change was that SLA went up .4 percent to 100 percent.


1) Why is the number not changing if I am changing sla from 60 to 300 seconds?( is it not a big enough change?)
2) how could i see different staffing models with abandonment rate as well


Thanks for all the help


----------------------------
Summary
Maximum Calls per Period 320
Maximum Number of Agents 258.5
Average Number of Agents 182.7
Average Occupancy 79.7%
Service Level for Day 100%
Answered in 300 Seconds
Average Speed of Answer (ASA) 0.7 Seconds
Answered Immediately 98.8%

Helper

Call Centre Helper

Maximum Occupancy
This is because you are hitting Maximum Occupancy, which is the driving factor instead of service level.

It would be easier to see if you run the same figures with 320 calls per 30 minutes.

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