Non Critical Error Calculation Related Articles Erlang Calculation - An Introduction Definition: What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Required FTE Calculation (Non-Voice) Erlang C Formula - Made Simple With an Easy Worked Example © deagreez - Adobe Stock - 388726549 1,104 Filed under - Forum Non Critical Error Calculation COPC formula for non critical scoring is : 1-sum of non critical errors/#of calls monitored*# of questions asked in the form My issue is that my soft skills section has 15 questions hence, using this formula gives a wrong indication as in : the multiplication by 15 will give me a big denominator so, the more errors I score down, the better accuracy I get!!! I want to know the best practice on this piece, given that my system doesn’t support a numerical scoring Question asked by Omar Number of Calls Monitored # of calls monitored = Number of calls monitored You do not divide by 15 (the number of questions) but by the number of calls monitored. So if you monitored 100 calls and there were 2 non critical errors. The scoring would be 2/ 100 = 2% With thanks to Jonty Author: Jonty Pearce Published On: 12th Apr 2022 - Last modified: 21st Apr 2022 Read more about - Forum Recommended Articles Erlang Calculation - An Introduction What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Required FTE Calculation (Non-Voice) Erlang C Formula - Made Simple With an Easy Worked Example Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter