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Agents should be on a call or waiting for a call for at least 85% 90% of the time they are logged into ADP each day.
Dispositioning calls should usually only take 30 a few seconds but should not take more than 1 minute 2 minutes on average.
Breakdown & Expectations
15% Agents are expected to have at least 90% Utilization each day.
10% of a standard 8-hour shift = 72 48 minutes.
72 48 minutes minus 30 minutes of scheduled break time = 42 18 minutes.
This means there are 42 18 minutes of buffer time per shift after scheduled breaks to absorb offline, coachings, one-on-ones, disposition, 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 management and substantiate via screenshots, etc.
unapproved Meeting time, unapproved Training time, excessive after call work, invalidated system or equipment issues, etc.
If you have tech issues, refer to our Tech Issues speed sheets sheet and complete the Tech Issues Form as instructed in the speed sheetssheet.
Be mindful of logging ADP within seconds of going to Ready status Five9 - If ADP is logged 5 min before toggling online in the Dialer going ready and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min have already been depleted.
Additional 5 min increments of offline time throughout the shift for not paying attention or taking additional breaks will quickly deplete the 42 min.
If you are also pulled for coachings, 1:1s, team huddles, etc, then you will fall short of the day’s 85% expectation
Following this process will substantiate tech issue to ensure you are not penalized, should you fall short of 85% due to issues beyond your controlof unproductive time have accrued and the agent will fall under 90% utilization this day.
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Do Not place yourself in an unproductive status toward end of shift for the sake of avoiding calls which may cause your shift to run long. This impacts productive time and is a form of call avoidance |
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Status | Definition | Time Allowed in Status |
Ready (Voice) | On call or waiting for a call | Should be in this status the majority of the day |
Ready For | On call or waiting for a call | Use the Ready (Voice) status |
Disposition After Call Work | Used to wrap-up/leave notes for calls | 2 minutes on average |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift |
Meeting | Team meetings; One-on-ones ones | Use only when scheduled by management |
Break | 2 - fifteen minute breaks are allotted per shift | 2 - fifteen minute breaks for standard 8.5 hour shift |
Manual OB | Searching for a previous shopper to dial. Should only be manually toggled when searching for a lead. Should be promptly located and dialed. | No more than 2 min on average |
Training | Agent trainings, Product Certifications, or Bridge assignments | Only use when there are training assignments |
After Call Work
Please be aware that you should always allow callers to end the call first instead of you ending first.
If you end the call first, you will immediately be placed back into the inbound queue. You may immediately receive another call and will not have time to leave notes for the previous call.
If you allow the customer to end first, you will move to the “After Call Work” status. Agent’s do not see this from their Five9 view. Five9 appears to still shows Ready status but on the back-end, you are actually in “After Call Work” status and will not receive another call until you disposition.
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Remember to promptly complete after call work by adding notes and dispositioning to move back to the inbound queue. |