# How to Calculate Average Call Per Hour Per Agent & Per the Whole Center

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## How to Calculate Average Call Per Hour Per Agent & Per the Whole Centre

Needing a good formula for calculating average calls per hour per agent & average calls per hour for the whole centre

## Divide the Number of Calls By the Number of Hours

Generally to find the number of calls per hour per agent you would take the number of calls over a week and divide that by the number of hours actually worked.

You should be able to get these figures from your ACD reports.

## The Calls Per Hour Formula

The calls per hour formula is:

Calls Per Hour = Total Number of Calls ÷ Total Number of Hours

The calls per hour per agent formula is:

Calls Per Hour Per Agent = Total Number of Calls Handled by an Agent ÷ Total Number of Hours Worked by the Agent

## Working Out Calls Per Hour Using Average Handling Time

It is possible to work out the potential number of calls per hour using average handling time:

Calls Per Hour = 60 ÷ Average Handling Time (Minutes)

So for example, if the average handling time is 5 minutes:

Calls Per Hour = 60 ÷ 5 =12 Calls Per Hour

A note of caution – this calculation does not include shrinkage, you also have to be careful that maximum occupancy does not exceed 85%.

For more on maximum occupancy watch the video below: