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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.


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This page was last edited on July 30, 2020, at 16:22.
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