Call center metrics

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sujitsingh

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Hi i want to lern how to calculate all call center metrics like AHT, SLA,FORCASTING , SCHEDULING with live example sheet.please help if anyone have
 
You will need to provide more detail for anyone to help you, for example:

1- What is the end result you are looking for?
2- calculate what?
3- SLA - service level agreement?
4- AHT - average handling time?
 
bobjglover@gmail.com said:
You will need to provide more detail for anyone to help you, for example:

1- What is the end result you are looking for?
2- calculate what?
3- SLA - service level agreement?
4- AHT - average handling time?
Click to expand...


Same Question:

1. The end result we are seeking is to have excel auto calculate the staffing every 30 minutes based on the attendance the Team Leads sent
2. We want to have excel auto calculate the total number of agents lost gain (if teams are coming in) lost if they go on Lunch, break, or meeting.
3. SLA (in our case its staffing index SI) the total number of staffing percentage at the end of the day calculated till EOM.
-We already have an AHT template
 
Wow, 2 years late..... for real?


dlealb said:
Same Question:

1. The end result we are seeking is to have excel auto calculate the staffing every 30 minutes based on the attendance the Team Leads sent
2. We want to have excel auto calculate the total number of agents lost gain (if teams are coming in) lost if they go on Lunch, break, or meeting.
3. SLA (in our case its staffing index SI) the total number of staffing percentage at the end of the day calculated till EOM.
-We already have an AHT template
Click to expand...
 
@dlealb
Please do not hijack existing thread but start a thread of your own eventually adding a link to any other relevant thread in the forum.
Thank you
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