Hi all

I'm putting together a proposal for a 24x5 Global help desk and I am looking for some "best practices" when it comes to scheduling. Help desk will consist of 5 or 6 people. Call volume is evenly distributed through out the 24 hours.

Thanks for your help

posted this is in the wrong forum,, sorry

Some quick math would say if you only had 6 people covering a 24x5 operation they would each have to work 20 hours straight, which obviously wouldn't work.

It seems unlikely that your call volume would be evenly distributed as well, even though you mention it will be.

More info needed.

I don't follow your maths to conclude they would have to work 20 hrs straight.

Divide each 24 hour period into 3 shifts of 8 hours, say 0600 - 1400, 1400 - 2200 and 2200 - 0600. Then have your six people work in pairs. The centre is open 5 days a week, so each person works 5 x 8 hrs (less unpaid breaks) which looks fine to me!

Z

It may just be my interpretation but I think Billy means 5 or 6 people on the desk at the same time.

However I'm not a forecasting person so I shall now duck out!