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Hannah Smalltree, Editorial DirectorThere is no general rule or calculation to determine what is an acceptable or a target KPI – for unavailable for wrap-up or other reasons. The amount of time allowed is specific to your center's needs. It is not uncommon to see the unavailable time targets for non wrap-up in the 4% -- 8% range. The metric is usually calculated as a percentage of signed on time.
Example of unavailable time calculation:
<8 Hour Shift - 2 x15 Min Breaks - 1x 30 Min Meal = 420 Total Available Minutes (100%). An unavailable time target of 5% would allow for 21 minutes of unscheduled time away from the phones.
This was first published in September 2009