Calls per Hour Formula

Hello,

My Boss has asked me as a rough bench mark to calculate an Contact Centers agents calls per hour.

I have included an spreadsheet with some example figures to see if I have the formula correct but the figures seem to high. I have included the figures I deem as required plus others just in case. The formula as I have it should be:-

CPH = (Calls / (Waiting for calls + On Calls + After Call Work)) / 24 hours in the day

The problem is the figure seems a bit high, I'm pretty sure that Agent 1 regardless of how good they are is taking 18 calls an hour.

Is someone able to take a look and see if I have it correct/missing something or completely in the wrong area? I have included all possible required figures that may be required.

Thanks in advance
Sam

Is your logic correct:

Hours worked =40 hrs

Hours break= 5 hrs

On-call time "available" =35 hours

Calls per hour= number of calls/on-call time available ???

For Agent1:

Logged on: 56 hours

Offline: 36 hours

Break: 5 hours

Available hours: 56-36-5 =15 hours

Number of calls: 276

calls per hour: 276/15 = 18

Originally Posted by JohnTopley

For Agent1:

Logged on: 56 hours

Offline: 36 hours

Break: 5 hours

Available hours: 56-36-5 =15 hours

Number of calls: 276

calls per hour: 276/15 = 18

The example here seems correct to me. However 18 still seems like a high number. The agent is good, but she's not that good.

I also now know why and it is my reporting system giving me the wrong information. So based on the figures that are provided, then this is correct, however the figures aren't correct.

Thanks for the help though.