Base Staff
Also known as Seated Agents. The minimum number of agents that is required to achieve service-level and response-time objectives for a given period of time. Base-staff calculations assume that agents will be in their seats for the entire period of time. Therefore, schedules must add extra people to accommodate breaks, absenteeism, and other factors that will keep agents from the phones.
For More InformationNothing links to this glossary term - yet!
|
SuggestionsTo comment on a term, or suggest a new term, send a quick email to the Glossary Team |
Glossary
This page was last edited on July 30, 2020, at 16:22.
Comments or questions about this documentation? Contact us for support!