Non Critical Error Calculation Related Articles Erlang Calculation - An Introduction Required FTE Calculation (Non-Voice) Erlang C Formula - Made Simple With an Easy Worked Example Definition: Contact Centre Jargon and Terminologies © deagreez - Adobe Stock - 388726549 1,327 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 Required FTE Calculation (Non-Voice) Erlang C Formula - Made Simple With an Easy Worked Example Contact Centre Jargon and Terminologies Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter