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Reply To: Service Level Target

Danny Clarke

I’m afraid I don’t agree Tim.
My calculations/modelling shows that for the same call load:
1000 calls of 180 Talk 20 wrap at a PCA target of 80/20 with a max agent occupancy of 75% requires an agent population of 81 to meet the PCA. With this number of Agts the ADD (Avg. Delay of a delayed call) is 28.9Seconds.

If, with the same call load, we seek to achieve a 90/10 PCA…..
We need 85 Agents (4 more) but the ADD goes down to 18.3 Seconds.

As a caller (and a CC manager), I would rather see all delayed calls experience a smaller delay AND a better PCA achievement for such a small Agent cost.