Service Level - 90% < 30 secs or 85% < 15 secs?

Author: CCa2z

Date: 5th October 2004

Take a set of variables;

500 calls in one hour

  • 180 sec average handle time

What is your service level target?

  • 90% of calls to be answered within 30 secs

What are the results?

  • 30 agents required
  • 96% service level achieved
  • 83% agent utilisation

What could the service level be?

  • 100% < 36 secs
  • 96% < 30 secs
  • 95% < 29 secs
  • 90% < 22 secs
  • 85% < 15 secs
  • 80% <   8 secs
  • 75% <   0 secs

If service level is over-shooting

  • Reducing to 29 agents delivers
  • 89% service level within 30 secs

Visit the Erlang calculator in Toolkits to see service level scenarios for any set of variables.

 

 

 

 

 


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