calculate % increase of data

Hi All

I have been given a task to calculate the impact of a new service that the business will introducing. I want to know if i am doing it right. The business it expecting to get 25k more calls through and the impact that it will have on the SD.
My question is what would be the best way to present this data? what i have done is calculated the baseline then gone ahead and increased it by 25k calls and the percentage of those calls taken by S
SD increasev6.xlsx

Hi Phillip

SD stands for Service Desk.

I am not to sure about my logic, for example in August SD took 3% of call in the business, i have also measured stuff like Average Wait time, Ave Hold Time etc. These times are system generated.

Now the the business is adding a new service that will add 25k more calls overall, i have calculated (i think) if the SD takes 3% of all calls with current staffing levels what kind of service we can provide. I have also calculated with the 25k more calls the increase of calls to the SD.

What i am not to sure about is the logic i am using, lets say the SD has an increase of calls from 3% to 5% what impact that will have on Average Wait time, Ave Talk Time etc, Some of my time has gone up to like 1hour and that does not seem right.

Thanks