I bought the excel addon and when inputting values into the Ansaphone tab, I think the required staffing I am seeing is far too low. What adjustments should I make to have a more realistic result?
I’ve set my answer SLAs at 70% within 90 seconds
Call duration of 600 seconds, after call work of 140 seconds
Loaded up last months hourly volume averages
The number of agents the spreadsheet said I needed was below the number of agents I actually had last month, and our average answer times were nowhere near as good as 70% within 90 seconds.
I was already understaffed and Ansaphone computed I needed even less staff. Something is definitely not right with what I’ve done.