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 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

Hi Scott

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

Author: Jonty Pearce

Published On: 12th Apr 2022 - Last modified: 26th Apr 2022
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