Help desk managers want to know how many calls agents should be able to handle and what factors are impacting that throughput. There are specific factors that directly affect a help desk’s ability to handle more calls.
First, let’s discuss a help desk agent’s theoretical throughput on a daily basis. This is important to understand because you have to know what your agents can do theoretically and then we can discuss the five factors affecting their ability to reach that theoretical limit.
Using simple math think about this: if the average call length is 5 minutes and, theoretically, an agent can handle 12 calls per hour x 8 hours per day, then that agent is making 96 calls per day. On the other hand, if the average call length is 10 minutes then that agent can only handle ½ the number of calls per day (6 calls per hour x 8 hours per day equals 48 calls per day).
Next, let’s consider the five factors that affect your agents’ ability to reach this theoretical throughput: