What is an Interval?

An interval is a defined period of time, typically ranging from 5 to 30 minutes, used to segment the workday in a contact center. This segmentation allows for detailed analysis of various performance metrics, such as call volume, average handling time, and agent productivity.

How to Calculate Interval

1. Determine the length of Intervals:
   • Common interval lengths are 15, 30, or 60 minutes.
   • Choose an interval length that suits your call center's size and call volume. For example, larger call centers with high call volumes might use 15-minute intervals, while smaller centers might use 30 or 60-minute interval.
2. Collect Data for Each Interval:
   • Gather data on key metrics such as call volume, average handling time (AHT), and service level for each interval.
   • Use your call center software or workforce management (WFM) tool to collect this data.
3. Analyze Performance Metrics:
   • Calculate the total number of calls received, handled, and abandoned in each interval.
   • Measure other metrics like average speed of answer, occupancy rate, and customer satisfaction for each interval.
4. Adjust Staffing and Resources:
   • Use the interval data to adjust staffing levels and resources in real-time.
   • Ensure you have enough agents scheduled to handle the forecasted call volume for each interval

Example Calculation

Let's say you choose 30-minute intervals and want to analyze the performance for the 10:00-10:30 AM interval:

1. Interval Length: 30 minutes
2. Data Collection:
   • Calls received: 50
   • Call handled: 45
   • Calls abandoned: 5
   • AHT: 6 minutes
   • Service level: 80% of calls answered within 20 seconds
3. Performance Analysis:
   • Calculate the total handling time: 45 calls * 6 minutes = 270 minutes
   • Average speed of answer: (sum of wait times for answered calls) / 45
   • Occupancy rate: (total handling time + after-call work) / total logged-in time
4. Adjust Staffing:
   • If the service level is below target, consider adding more agents for the next interval.
   • If occupancy rate is too high, ensure agents have adequate breaks to avoid burnout.

Why Interval Matters

Intervals are crucial because they provide granular insights into the contact center's operations. By analyzing performance metrics in smaller time segments, managers can identify specific periods of high or low activity, enabling more accurate forecasting, scheduling, and resource allocation.

Factors Influencing Interval

Several factors can influence the choice and effectiveness of intervals:

• Call Volume: Higher call volumes may require shorter intervals for more precise analysis.
• Agent Availability: The number of agents available can affect how intervals are managed.
• Service Level Agreements (SLAs): Specific SLAs may dictate the need for more frequent monitoring.
• Technology: The capability of the contact center's technology to track and report data in real-time.

Strategies to Improve Interval

To optimize interval performance:

• Adjust Staffing Levels: Ensure adequate staffing during peak intervals.
• Monitor Real-Time Data: Use real-time data to make quick adjustments.
• Training and Development: Regularly train agents to handle calls efficiently.
• Use Advanced Analytics: Implement advanced analytics tools to predict and manage call volumes.

Related Terms

• Average Handling Time (AHT): The average time taken to handle a call, including talk time and after-call work.
• Occupancy Rate: The percentage of time agents are actively handling calls versus waiting for calls.
• Service Level: The percentage of calls answered within a specified time frame.

Conclusion

Understanding and effectively managing intervals is essential for optimizing contact center performance. By breaking down the workday into smaller segments, managers can gain valuable insights, improve forecasting and scheduling, and ultimately enhance overall productivity and customer satisfaction.