Staffed time in a contact center refers to the total duration during a specific period when agents are scheduled and available to work. It encompasses the time that agents are on duty and ready to handle customer interactions, including both active engagement with customers and auxiliary tasks.
Staffed time includes:
Active handling of customer interactions: This involves agents talking to customers on the phone, responding to chat messages, answering emails, or assisting customers through various communication channels.
Auxiliary activities: While not directly interacting with customers, staffed time may also include periods when agents are engaged in auxiliary tasks such as training sessions, team meetings, administrative work, or post-interaction wrap-up tasks.
Staffed time is an essential metric for contact centers as it indicates the total capacity of agents available to handle customer inquiries and support requests during a given period.
It helps contact center managers with workforce planning, scheduling, and resource allocation to ensure adequate coverage and service levels. By maximizing staffed time and optimizing agent utilization, contact centers can improve operational efficiency and enhance the overall customer experience.