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I have having an issue trying to develop a metric for calls per hour in a multi skilled agent. The ANT is very different and the call split can be very different. I tried total ACD and ACW/number of calls for each skill but it doesn't seem correct - Any suggestions?


Call Centre Helper

Don't look at the skill reports
You have to take this off the agent detail reports and not off the skill reports. The skill reports give you the aggregate numbers. the agent detail report should show you all the calls that that advisor took.

The other approach is to look at the Call detail Records

P.S. Calls per hour is a pretty useless metric as that it deals purely with quantity and not quality. Agents with the highest calls per hour can have the lowest quality scores.

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