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Reply To: Best practices


I have created a schedule by determining what the average # of calls each agent can take per 1/2hr interval. Then look at your average call volume per 1/2hr. If you have the staff, add a 2 person cushion to the intervals to allow for employees who call out or are on vacation.

With this, you can create a very manageable schedule and even include “batch” time(time to complete administrative work).