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The Itil Community Forum: Forums
ITIL :: View topic - Question on time utilized on calls
Posted: Sun Aug 10, 2008 7:42 pm Post subject: Question on time utilized on calls
Hi All,
Not an ITIL but a best bractice question. Let's assume that a helpdesk analyst works an eight hour shift then how many hours of head sets pose no health hazard to him/her? This is assuming that the person is fit to start with. Is 60% time spent on calls ergonomically suitable or can it go high.
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Sun Aug 10, 2008 8:56 pm Post subject:
Viv121
Headsets ? This is a health and safety issue like computer screens, chair setting, etc
IMNSHO, I would limit not the head set time - but the call answering time
If the SD staff has sufficient staff, half the staff should be answering calls, the other half should be cleaning up / updating any outstanding tickets
So if you have 3 staff on, 2 on calls 1 on clean up
of course, if there are more calls, the other member and the mgr picks up calls _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Would also depend on quality of headsets, how comfortable they are, how well call load is distributed, what kind of routing algorithm is used for call routing in case of ACD, how often the staff get a break.
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Tue Aug 12, 2008 1:05 am Post subject:
And of course..
who gets to choose the hold music
whether or not shoe polish is used on the ear headsets
whether the head sets are shared - or are on a individual basis
I think that 3 hours playign head set jockey is the max w/o a large break - 1 hour or so
It also depends on how many staff you have and how many calls you get in an hour
Do some work (shock / awe / glee) such as call / time analysis using the data and MS Excel.
This will give you an idea of raw numbers to base it on
As far as ITIL, there are no best practice
as far as iso20k, there are no standards
as far as cobit, there are no objectives, KPIs or KGIs
It is up to you as mgmt to determine that. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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