A 311 call center capacity plan is built only from last month's total call count, ignoring when calls arrive and how long agents spend per contact. What inputs should the analysis include?
Select an answer to reveal the explanation.
Short Explanation
Staffing a call center from a monthly total alone is like buying umbrellas based on yearly rainfall without asking which hours it pours. You need arrival patterns and handle time to see the peaks and the work per call. Capacity is a timing problem, not just a sum.
Full Explanation
Operational capacity analysis depends on demand timing (arrival patterns) and work content (handle time), not solely on aggregated volume. Ignoring those inputs mis-sizes shifts and service levels. Information managers should require these operational inputs in call-center planning analyses.