Can anyone tell me what assumptions are made (if any) regarding the time given to agent breaks away from the phone within the calculator. I have a very high SLA to achieve with no more than 1% of calls to abandon, how should I factor the calculation?
The online calculator does not take staff breaks into account. However, Ansapoint (the Windows version) allows you to specify the percentage of time that agents are available to answer calls and perform call related duties.
Erlang C, which both calculators are based on, does not take abandonments into account.