In the context of a telephone-based customer service environment, the term refers to the time when agents are paid but are unavailable to handle calls. This encompasses a variety of activities, including scheduled breaks, training sessions, meetings, paid time off, and unscheduled absences. For example, if a team is staffed for 100 hours of call handling but only manages 80 hours due to breaks and meetings, the remaining 20 hours represent this unavailability.
Understanding and accurately calculating this metric is vital for efficient resource allocation and maintaining service levels. Precise measurement enables organizations to forecast staffing needs, optimize schedules, and minimize the impact on customer wait times. Historically, the inability to correctly account for this factor has led to understaffing, increased operational costs, and diminished customer satisfaction. Proper management supports improved agent productivity and a better overall customer experience.
