How to Calculate Average Call Per Hour Per Agent & Per the Whole Center
Needing a good formula for calculating average calls per hour per agent & average calls per hour for the whole center
Question asked by Scott
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.
With thanks to Jonty