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What is Call Load?

Call loading is also referred to as workload. This feature determines (Average Talk Time + Average After-call Work) x call volume, for a given period. Under-staff call centers increase the workload of the call center agents which eventually leads to customer disappointment. Call load includes three major components including call volume, average talk time, and average after-call work.

To handle call loads, there are agents that are constantly connected to the call queue. Some call queues have dynamic agent login. It allows additional staff to login from their phones into queues in times of high call loads to support agents and to ensure smooth services for the callers.

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