- We do technical support for them, our AHT is 12 minutes (client wants it to be 10 minutes)
- we need a <10% abandon rate (SL threshold is not really a concern, use 3 minutes as an idea).
- The client is looking for an 85% utilisation and
- 15% non-utilised includes 40 minutes of allowed breaks (2*15 minute scheduled breaks, 1*10 minute bathroom)
Utilisation per hour is basically Handle time/sign on time.
Basic maths shows this to be improbable since it only allows 32 minutes of waiting for calls... but can anyone provide me with the Utilisation % Erlang calculation?
I can find the number of Agents vs. Service Level calculation, but I'm not seeing utilisation.