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Hello,
Could you help me to find a formula that can calculate the Idle time(%) of given service level.
Example:
My serv. level is 80% in 50 sec, my Idle time is 9%.I use a tool called CC Modeler Lite.
You will see that as Service Level is set higher, the idle time is lower, because there are always callers queued, so agents have a steady stream of calls.
Google it and download the free version.
Your number posted is about right.
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