Shiftmate

What are AHT, service level, occupancy and shrinkage?

Turkish explanation of AHT, service level, occupancy and shrinkage concepts used in call center shift and capacity planning.

When call center metrics are used interchangeably, shift planning may lead to incorrect staffing results. Each metric answers a different operational question.

Describes AHT workload

Average Handle Time; It is the average of talk, hold and post-call processing times. If AHT increases for the same call volume, the required active capacity also increases.

Service level is the customer target

It means that a certain percentage of calls are answered within a certain period of time. Simple workload calculation alone does not guarantee this queue target.

Occupancy and shrinkage are different

Occupancy shows how much of the active staff is occupied with on-call work, while shrinkage shows how much of the planned staff is inactive due to break, training or leave.

Summary

Store AHT, occupancy and shrinkage assumptions in the capacity plan along with the report date; Otherwise, it cannot be understood why the plan changed.