Good evening excel Gods:
So I'm trying to motivate my associates by doing a fun activity for the month of November. I'm planning to do a spreadsheet (if it is online it will be better, like a google spreadsheet) or excel it's fine in which I'll rank everyone based on their metrics. I work at a contact center and the one of the best ways to motivate your team is with competition. So If I have a spreadsheet in which I could score up a ranking for each associate and display it on a big screen they will tryhard to get those bonuses by the end of the month. I'm requesting some assistance in here to get this project started.
So I have 12 associates that I need to rank. There will be a some metrics that I will take in consideration in order to rank the team.
Metrics:
1. Productivity (The most important metric) = Cases closed per week (can be measured like this: cases closed by day must be 40, every day associates work 8 hours meaning that they have to clear over 5 cases per hours worked. At the end of the week I count the hours worked and divide the total of hours work / cases closed) Productivity is measured from 0-5 with zero as the lowest score and 5 the highest.
2. Quality(second most important) = Quality is measured from 0% to 100%
3. CSAT(Third most important) = CSAT is the average scores of surveys received measured from 0%-100%
4. AHT (Average handling time) = This one the goal must be 09:59 (9minutes 59 seconds) if you are above that number you don't reach goal. The associate must be below 09:59 in order to reach target.
5. Tier 1 error: IF you have this type of error you automatically loose 3 positions in the ranking board
Those are the 5 metrics (columns) that I need. I understand that people use Vlookup in order to complete this type of tables but I'm not sure how can I do it. Is there any excel God in here that can help me?
Best regards,
Erick G.
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