My question is based on the fact that, from what I've seen in literature, some of the parameters considered for staffing calculation, particularly AT&T's SLA, precede the current technology, namely the IVR.
Still, this site's calculator and others should still prove to be useful. As such, what I would like to know is:
¿How do I contemplate/include the IVR in the parameters?
My first instinct would be to simplu transform the parameters; if the IVR lasts 25 sec and the SL I would usually input is 90% 15 sec, I should instead input 90% 40 sec. And the same would be done with the Time to Abandon and the AHT.
Of course, it would be better for me to actually gather actual data and decide by myself when I begin to measure all this metrics. BUT, I need to use assumed values as an starting point to "sell" the use of this(these) tool(s) to my superiors.