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IVR to agent ratio

  • This topic has 0 replies, 1 voice, and was last updated 12 years ago by Sachin Bhatt.
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    Sachin Bhatt

    Is there a particular formula to calculate this ratio. the service levels are known the AHT is known the number of seta is know. how to calculate the number of IVRs to be deployed to meet the targets given. Dropped calls don’t make a difference till the time above mentioned SLAs are met

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