Questionnaire Example

  1. What days are you open, and what are the hours of operation?
  2. What are your non-discretionary human factors?
    • Tardies or leaving early
    • Same-day call-ins (paid and unpaid)
    • Unplanned or ad-hoc meetings, training, off line activities
    • Unplanned breaks
    • Fire drills or system outages
  3. What is your Service Level or ASA goal?
  4. What is your Agent Occupancy goal?
  5. What is your AHT goal?
  6. What is your abandonment goal?
  7. How many hours per day make a full-time equivalent? (include paid breaks/lunches, but not unpaid time)
  8. One future non-holiday week of data:
    • Interval forecasted volume (identify as answered, abandoned, dequeued, offered/presented, or other)
    • Interval forecasted handle time
    • Planned staff by interval (include planned time off, planned meetings, off line activity, etc.)  Does not include unplanned sick, no shows, etc.
  9. One historical non-holiday week of data:
    • Interval forecasted volume (identify as answered, abandoned, dequeued, offered/presented, or other)
    • Interval actual volume (identify as answered, abandoned, dequeued, flow in/out, offered/presented, or other)
    • Interval forecasted handle time
    • Interval actual handle time (identified as ring, talk, hold, wrap-up, etc.)
    • Planned staff by interval
    • Actual staff by interval
    • Actual service level or ASA results by interval

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