Conducting a forecast involves accurately estimating Time to Handle, Wrap Up Time, and ACD Calls Offered values. The following terms are used in forecasting resource requirements:
Service Level Time
The Service Level Time is the threshold time used in calculating the Queue Service Objective.
Service Level Count
The number of contacts sent to the queue that were handled, abandoned, or interflowed within the specified Service Level time, as configured in YourSite Explorer.
Service Level Percent
Service Level Count + ACD offered
Wrap Up Time
Wrap Up Time is the time an agent spends completing transactions associated with a call after the agent hangs up. The Wrap Up Time is a standardized period. If an agent requires additional time to complete paperwork or online transactions the agent can leave the ACD queue temporarily for this purpose.
Agent Efficiency Percent
Agent Efficiency Percent is the percentage of time agents spend on ACD calls relative to the time agents are scheduled to work. An Agent efficiency percentage of 100 is unrealistic. Agents routinely take breaks, perform other non-ACD duties, make outgoing calls, and place themselves in Make Busy.
Average Talk Time
Average Talk Time is the average time agents spend talking to callers.
Calls Offered
Calls offered to the ACD.
Manned Agents
Manned Agents is the average number of agents who were logged on for the interval of time being forecasted.
Time to Handle
Time to Handle is the average time calls wait in queue before being handled.
ACD Handling Time
ACD Handling Time is the talk time plus the hold time. If a queue member calls a supervisor in search of more information (while the caller is on hold) or transfers or conferences the call, the system adds these times to the ACD Handling Time value. For example, a member speaks to a caller for two minutes and then puts the caller on hold for three minutes and tries to solve the problem. This might include a call to the supervisor. The queue member then initiates a conference call with the caller and a third party and they speak for three minutes and resolve an issue. Therefore, the ACD Handling time for the queue member is 2 + 3 + 3 = 8 minutes.
Call Load
The term Call Load refers to the combined effect of the number of calls received by the ACD queue and their duration or the calls offered x
(average ACD Handling Time + average Wrap Up Time).