Determine Zendesk Talk Agents Needed
How do I determine the number of Zendesk Talk agents needed?
To determine the number of Zendesk Talk agents needed, you can use the Erlang C online calculator. This tool helps estimate the number of agents required hourly by considering factors like calls per hour, average handling time, percentage of calls to be handled, and maximum allowed wait time. For example, if you receive 30 calls per hour with an average handling time of 300 seconds, and you want 90% of calls handled within a 10-second wait time, you would need six agents per hour.
Keep in mind that this formula is a guide and doesn't account for breaks, multiple shifts, or other requirements. It's important to monitor your call volume regularly to ensure your staffing remains optimal. For more details, check out the originalZendesk help article.
More related questions
What factors should I consider when scheduling Zendesk Talk agents?
When scheduling Zendesk Talk agents, consider factors like call volume fluctuations, time zones, and business type. Use your Talk dashboard to identify peak call times, which can help you decide when to schedule more agents. If you support multiple…
How can I use Zendesk dashboards to optimize my Talk staffing?
Zendesk dashboards provide valuable insights to optimize your Talk staffing. Depending on your plan, you can access different dashboards to analyze call activity. The Talk Team dashboard is available for the Talk team plan, while the Talk…
Why is it important to consider multiple channels in Zendesk Talk staffing?
Considering multiple channels in Zendesk Talk staffing is crucial because agents may need to balance their time across different communication methods. If your agents support more than one channel, such as phone and chat, you must account for the…
How do business type and seasonality affect Zendesk Talk staffing?
Business type and seasonality can significantly impact Zendesk Talk staffing needs. For instance, businesses offering complex products may require more personalized support, leading to longer call durations and a need for more agents. Seasonal…
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