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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.
Make sure to go into Ready status in Five9 immediately after logging into ADP at the start of shift.
Remain in Ready status during meetings, coachings, 1:1s, and trainings unless explicitly instructed to not stay Ready. Any info you miss during meetings, etc if you receive an inbound call should also be communicated by email.
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 has accrued and the agent will fall under 90% utilization this day.
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