SLA vs ASA
Has anyone in WFM ever tried using just ASA instead of SLA to determine staffing requirements? I set my assumptions at 99/360 (most calcs won't accept 100%) to get all calls answered within 6 minutes, plus not sure how to do this without using some form of a SLA formula. Not my recommendation, but my Director wants me to look into it. Any other thoughts on this is appreciated. Thank you.