Front Desk / The month
Turn 12 - the sample
The month, in one picture
One drawing of the sample desk: where the money goes, what the queue costs, what a credit is worth in contacts, and how big the record of a month is.
Desk stub
- Contacts
- 12,000 from 200,000 players
- Cost
- 68,670.00, or 5.72 a contact
- Work
- 2,262.0 agent-hours
- Goodwill
- 480 credits, 5,520.00
- Record
- 9,768,000 words of chat
the turnOne numbered serving of a contact, with its clock and what it cost the desk
the ceilingWhat a level may give away without asking, set by the evidence it can see
the transcriptThe only record that a contact happened, kept 24 months on this sample
Direct answerThe sample desk handles 12,000 contacts a month at 11.31 minutes each - 2,262.0 agent-hours inside a 2,880 seat-hour roster - for 68,670.00, or 5.72 a contact. It gives away 480 goodwill credits worth 5,520.00, which is 8.0% of what the desk costs, and it produces 9,768,000 words of chat transcript.
Subject the whole sample in one placeUnit the figure - each one derived on the page that owns itWhere it comes from one contact set, four channels, three ratesConsistency every figure here is asserted by the build against the pages that derive itBoundary no real operator’s figures are used or implied
Where the money goes
first line 47,502.00 - 69.2%
second line 19,488.00 - 28.4%
tooling 1,680.00 - 2.4%
total 68,670.00 = 5.72 a contact
What one credit costs in contacts
A 15.00 credit is 3.79 marginal contacts at 3.96, or 2.62 average contacts at 5.72. That ratio is why every desk has a ceiling rather than a policy of saying yes.
What the idle hours cost
618.0 paid seat-hours with nothing in them: 12,978.00 a month, or 18.9% of the desk’s total cost. A queue is bought for its busiest hour and paid for every hour.
What the record weighs
9,768,000 words of chat a month, about 19,536 pages, and roughly 468,864 pages across a 24-month retention. The reference number is what makes any of it findable.
Four numbers, side by side
The month, from contacts to credits to the pile of transcripts
contacts 12,000
from 200,000 active players 60.0 per 1,000
work offered 2,262.0 agent-hours
roster bought 2,880 seat-hours
idle seat-hours 618.0 21.5%
cost 68,670.00 5.72 each
first line 47,502.00 69.2%
second line 19,488.00 28.4%
tooling 1,680.00 2.4%
resolved at once 71% 8,520 contacts
escalated 3,480
closed unresolved 418
reopened 130 +728.00
goodwill credits 480 4% of contacts
budget 5,520.00 8.0% of the desk
one credit in marginal contacts 3.79 15.00 / 3.96
transcript 9,768,000 words
pages 19,536 at 500 words
over 24 months 468,864
The desk in four cells
12,000contacts in the month, 60.0 per 1,000 active players
11.31minutes of agent time per contact, weighted across four channels
5.72the all-in cost of one contact, against 3.96 at the margin
618.0paid seat-hours a month with nothing being handled
Three things a reader can take from it
a credit is finitethe queue is a ratiothe record is a pile
One sample, honestly labelled. Every figure above is derived from one contact set and three rates, all of them invented for this desk, and each is shown with its arithmetic so a reader can move any single number and see what changes. Nothing here is a real operator’s volume, standard or budget, and nothing here is advice.
- Take the contact count and the handling time: those two numbers describe the queue.
- Take the rate and the channels: those describe the cost.
- Take the resolution rate and the ceiling: those describe how much of the month is decided at the first desk.
- Take the retention: that describes how long any of it can be checked.