ACW Management

I would like to provide you with additional insight into ACW, Service Level and Expectations. We are held to a service level goal of answering 80% of our calls within 20 seconds of them coming into the queue, this does not leave us much time for people to sit unnecessarily in ACW. If we do not hit service level at the end of the month we face a financial penalty. With some of the current staffing concerns we are experiencing it is extremely important that everyone is limiting the amount of ACW and is ready and available to take the next incoming call. I do understand there may be times when ACW is necessary, most of this time ACW is being abused.
We have one person dedicated to watching the queue daily, and it is that person's responsibility to maintain limited ACW this is why there has been louder discussions around getting out of ACW. If this code wasn't being abused to the extent that it is now then there would not be a need for the constant reminders.
We are definately open to suggestions on ways of improving the method with which ACW is being managed, keeping in mind the above goals and the need to answer calls ASAP. This survey is anonymous as we are looking for additional feedback and input