...
15% of a standard 8-hour shift = 72 minutes.
72 minutes minus 30 minutes of scheduled break time = 42 minutes.
This means there are 42 minutes of buffer time per shift after scheduled breaks to absorb offline, coachings, one-on-ones, team huddles, system issues, equipment issues, etc.
If an agent believes he/she is unable to meet the 85% expectation for reasons beyond his/her control, the agent is responsible to communicate to his/her Team Lead and substantiate via screenshots, etc.
Below are the Dialer statuses along with expectations as to when each should be used:
...