Overview
Question 3: Staffing and Resource Planning
The operations manager wants to set a call duration benchmark such that only the longest 10% of calls exceed this threshold. Calls exceeding this benchmark will trigger additional supervisor review and potentially require follow-up actions.
Determine the call duration that represents the 90th percentile.
Your Response Should Include:
The calculated 90th percentile call duration (including the Excel function you used)
How this benchmark could be used operationally
What resources or procedures should be in place for calls exceeding this threshold
How this metric could help with capacity planning and quality improvement