9) Allow For Not Ready Time
So far, Polly has been computing agent hours required on the basis that agents are constantly busy, with no breaks or not ready time. This is OK if she is going to distinguish meal and other long breaks separately on her work schedules.
She and Tom have been trying to introduce some flexibility into work schedules so that agents can feel free, outside long breaks, to go and make themselves a cup of tea, or have a comfort break. Since these are unscheduled breaks that will occur when the campaign is running, an allowance for them needs to be built into the campaign assumptions. They turn to Setup and Talk Properties.
Comments on assumptions
Setup and Talk Properties
Not ready time is set at 8%
Comments on campaign output
Average talk times go below 41 minutes in the hour, and the number of agent hours climbs to the 700 mark.
Polly is happy with the lower talk times, knowing that they provide agents with the opportunity to recharge their batteries while a campaign is running.
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