percent work 2

[scriptscience]

I understand the formula

(talk time plus not ready time )/logged time


can someone give me some guidelines or insight for what is a good number or bad number, thanks

 

[atascoman]

Probably 80% or higher. Not ready time is a stat killer so the less time they spend in not ready the better the stats look.

 

[johnjose]

As I have just checked, our Call Centre(talk time plus not ready time )/logged time is on average 89%. Currently our managers seem to be satisfied with that figure.

jj