Basic Management Issue

The graph illustrates the normal distribution of calls

over a days period. The number of people required to

handle the volume at “A” will be fully employed all day.

The additional people need to handle the calls at “B” will

be idle over parts of the day.

The challenge for ACD management is having

enough people available to handle “the demand”

throughout the day, while at the same time minimizing

the idle time of agents waiting for a call.

Additionally, seasonal and cyclical variations are

encountered in most organizations. Proper staffing

requires ACD Management to be able to forecast these

changes in demand, and adjust their staffing as needed.

IT Management must also be able to insure that adequate

facilities are in place to handle call volumes for “the

busiest hour, of the busiest day of the year.”