Overview
No exact figure or ratio since every shop is different but we have recommendations
Volume evaluated at assignment group-level (where do we want to be daily), agent schedule should support assignment group goals, managers should be monitoring the volumes in the assignment groups throughout the day to move team members over
Set a goal for each assignment group. Some queues need to be cleared daily, others will never be bottomed-out
If you're not meeting that goal, then there is an issue!
Red flags are important so look for them!
Failures (especially enrichment) that are more than your norm (sometimes a handful), Spike in volumes out of the norm, check disputes statuses (pending) use the assignments report, file ticket
