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Calculating Idle time with givven SLA

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  • #18300 Reply
    Mike
    Guest

    Hello,

    Could you help me to find a formula that can calculate the Idle time(%) of given service level.
    Example:
    My serv. level is 80% in 50 sec, my Idle time is 9%.

    #18301 Reply
    Phil
    Guest

    I use a tool called CC Modeler Lite.

    You will see that as Service Level is set higher, the idle time is lower, because there are always callers queued, so agents have a steady stream of calls.

    Google it and download the free version.

    Your number posted is about right.

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