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Staffsmart Instructions

SWPP’s StaffSmart staffing calculator is designed to assist in the calculation of staff requirements and trade-offs in the contact center.

There are five possible calculations available within StaffSmart. Simply fill in the missing pieces of information to get the staffing and service answers you need.

Required Staff (from Workload and Service Level)

Calculates the number of “bodies in chairs” agents required to accomplish a specific workload to meet a service level goal expressed as X% of calls answered within Y seconds.

Input

  • Interval – The period of time covered by the data (10, 15, 30 or 60 minutes)
  • Call Volume – The number of calls offered in the interval
  • Average Handle Time – This is the average handle time (AHT) in seconds, and includes talk time, caller hold time during the talk time, and after call work time (ACW) directly associated with the call
  • Service Level – The percentage of calls that you wish to answer within a certain number of seconds
  • Response Time – The number of seconds in which you wish to handle the calls (i.e., 20 seconds in an 80% in 20 seconds service goal)

Result

  • Required Staff – The calculated number of staff or “bodies in chairs” required to do the work and meet the service level goal stated

Required Staff (from Workload and ASA)

Calculates the number of staff required as above except that it uses a one-part Average Delay (sometimes referred to as ASA) goal instead of the two-part Service Level goal.

Input

  • Interval – The period of time covered by the data (10,15, 30 or 60 minutes)
  • Call Volume – The number of calls offered in the interval
  • Average Handle Time – This is the average handle time (AHT) in seconds, and includes talk time, caller hold time during the talk time, and after call work time (ACW) directly associated with the call
  • Desired ASA – The average delay you wish to deliver to callers
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Result

  • Required Staff – The calculated number of staff or “bodies in chairs” required to do the work and meet the delay goal stated

ASA (from Workload and Staff)

Calculates the actual average delay or average speed of answer (ASA) to be experienced based on a number of staff in place to handle the defined workload.

Input

  • Interval – The period of time covered by the data (10, 15, 30 or 60 minutes)
  • Call Volume – The number of calls offered in the interval
  • Average Handle Time – This is the average handle time (AHT) in seconds, and includes talk time, caller hold time during the talk time, and after call work time (ACW) directly associated with the call
  • Staff – The number of staff or “bodies in chairs” available

Result

  • ASA (Average Delay) – The calculated delay time based on the workload and number of staff defined

Service Level (from Workload and Staff)

Calculates the percentage of calls to be handled in a defined response time, based on the number of staff and defined workload.

Input

  • Interval – The period of time covered by the data (10, 15, 30 or 60 minutes)
  • Call Volume – The number of calls offered in the interval
  • Average Handle Time – This is the average handle time (AHT) in seconds, and includes talk time, caller hold time during the talk time, and after call work time (ACW) directly associated with the call
  • Staff – The number of staff or “bodies in chairs” available
  • Response Time – The number of seconds in which you wish to handle the calls (i.e., 20 seconds in an 80% in 20 sec service goal)

Result

  • Service Level – The percentage of calls that will be handled in the response time defined based on workload and available staff

Staff Utilization (from Workload and Staff)

Calculates the percentage of time agents will be engaged on calls/ (talk or ACW) compared to sitting idle waiting on a call, based on the number of staff in place to handle the workload.

Input

  • Interval – The period of time covered by the data (10,15, 30 or 60 minutes)
  • Call volume – The number of calls offered in the interval
  • Average Handle Time – This is the average handle time (AHT) in seconds, and includes talk time, caller hold time during the talk time, and after call work time (ACW) directly associated with the call
  • Staff – The number of staff or “bodies in chairs” available

Result

  • % Utilization – The percentage of agents’ time in work state versus available/idle state based on workload and available staff, calculated by dividing workload hours by staff hours
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