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EXPERT RESPONSE
The issue you are describing is often called "adherence to schedule." What you call "ready mode" would include time on calls, wrap-up, waiting for calls, and any outbound follow-up required. Most call centers will define a target percentage that allows some cushion, as you are indicating by allowing an extra half hour beyond the known scheduled lunch and breaks – which is fairly typical (93% adherence to schedule). The other factors you might need to consider are things like team meetings and any training, which may increase the off-phone time. Some call centers will go further with their schedule tracking and consider "compliance" – measuring whether people were unavailable for those breaks and lunches not just the right amount of time, but at the scheduled times.
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