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Overview

  • Agents should be on a call or waiting for a call remain productive for at least 90% of the time they are logged into ADP each day.Dispositioning calls should usually only take a few seconds but should not take more than 2 minutes on average.

Breakdown & Expectations

  • Agents are expected to have at least 90% Utilization each day.

  • 10% of a standard 8-hour shift = 48 minutes.

  • 48 minutes minus 30 minutes of scheduled break time = 18 minutes.

  • This means  there  are  18  minutes  of  buffer  time  per  shift  after  scheduled  breaks  to  absorb  offline, 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 sheet and complete the Tech Issues Form as instructed in the speed sheet.

  • Be mindful of logging ADP within seconds of going to Make sure to go into Ready status Five9 - in Five9 immediately after logging into ADP at the start of shift.

  • If ADP is logged 5 min before going ready and the agent goes offline 15 min before punching out of ADP to avoid end of shift call, then 20 min of unproductive time have has accrued and the agent will fall under 90% utilization this day.

Note

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 longend of day calls. This impacts productive time and is a form of call avoidance

...

Note

Remember to promptly complete after call work by adding notes and dispositioning to move back to the inbound queue.

Utilization Calculation Example

Suppose an agent logged 8 hours with 10 inbound and 5 outbound calls on a given day and spent time in each status as outlined below.

Status Usage

Hours Spent

Minutes Spent

Productivite Minutes

Unproductive Minutes

Notes

Lunch

0.50

30

0

0

Lunch is negated from the calculation because ADP is not logged when lunch is toggled in Five9

Ready

5.38

323

323

0

4.38 hours spent on the phone and 1 hour waiting. They both count toward the “Ready” status

Break

0.62

37

0

42

30 min allowed per 8 hour shift. An extra 12 min were used today, further impacting Utilization

Manual OB

0.25

15

10

5

There were 5 outbound calls with no more than 2 min allowed on average = 10 min. 10 min are approved and considered productive

After Call Work

0.67

40

30

10

There were 15 calls total with no more than 2 min allowed on average = 30 min. 30 min are approved and considered productive

Meeting

1.00

60

45

15

Approved 30 min Team Meeting scheduled and 15 min 1:1 coaching with manager. 45 min are approved and considered productive

Training

0.00

0

0

0

Total

8.42

505

408

72

Utilization Calculation

Total Productive Minutes = 408