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?
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?
It appears the originator looking for the info didnt need it that bad...