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Workforce Formula Computation Compilation

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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

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