Workforce Formula Computation Compilation

Topic Views - 8365


Hope this help. Please add several formula if it's insuffient ;)

AHT

acd time + hold time + acw time/ACD = actual

AHT VAR

Formula = AHT Forecast - AHT actual / AHT Forecast * 100

ABN %

Formula = Abandon calls / call volume offered * 100

ANSWER RATE

Formula = Run ACD / Running call volume offered * 100

ABSENTEEISM

Formula = (tardy mins + undertime mins / 60) + (absent * 8) / (scheduled * 8)

SL = ( # calls within SLA / # calls offered ) * 100%

OCCUPANCY:

Occ = AHT / AHT + avail time


Helper

Call Centre Helper


Jonas

Thanks for these.

Jonty


Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question