I am not sure if anyone can help but I am trying to develop a staffing model that would have a variable ASA (Average Speed OF Answer) and using a standard of the agent completing the call in 6 minutes/10 an hiur. I need to figure what a simple formula would be that would take different ASA into account without impacting the 6 minute per call standard. From everything I’ve seen and people that I talked to there does not seem to be a clear answer or formula for this issue. Can anyone help -please.
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