How do we calculate productivity while doing outbound callings

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How do we calculate productivity while doing outbound callings
What would we the occupancy% and what else could be included except ACW. Also how will we calculate the time required for dialing a number, time taken for the customer to pick up the call, the numbers that go ringing, not reachable, switched off etc.

Helper

Call Centre Helper

Occupancy is a measure of productive and non productive work
Include in occupancy%
- Time speaking to customer
- ACW
- time dialing a number
- time taken for the customer to pick up the call
- time that the numbers that go ringing, not reachable, switched off etc

What is not included
- Idle time
- Meetings etc

How to calculate productivity by month ( outbound call)
Hai Can help me out the formula for outbound call ( Productivity).

How to measure and calculate the outbound call details.

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