Calculation how many calls/cases and agent can work Contact Centre

[MarkoGreenio]

Guys,

I apologize in advance for the simplistic question but I am having a brain freeze.

If I have 33 hours in a 15 minute interval and an AHT of 200 of many calls/cases can that agent do in that interval?

Thank you

Mark

[MarkoGreenio]

****please not it should be 33 heads in a 15 minute interval^^^

[AliGW]

Welcome to the forum!

What is AHT? How is your data laid out? How would you calculate this manually?

[MarkoGreenio]

Hi,

I have increments of 15 minute intervals e.g.

08:00 23
08:15 34
08:30 24 etc

The Average Handling Time of each case is 250 seconds, so the question is how many cases would the first 23 agents be able to do in that first 15 minute interval.
I hope that clears it up.

Thank you for the welcome.
Mark

[AliGW]

Will you please attach a sample Excel workbook? We are not able to work with or manipulate a picture of one and nobody wants to have to recreate your data from scratch.

1. Make sure that your sample data are REPRESENTATIVE of your real data. The use of unrepresentative data is very frustrating and can lead to long delays in reaching a solution.

2. Make sure that your desired results are also shown (mock up the results manually).

3. Make sure that all confidential data is removed or replaced with dummy data first (e.g. names, addresses, E-mails, etc.).

4. Try to avoid using merged cells as they cause lots of problems.

Unfortunately the attachment icon doesn't work at the moment, so to attach an Excel file you have to do the following: just before posting, scroll down to Go Advanced and then scroll down to Manage Attachments. Now follow the instructions at the top of that screen.

Please pay particular attention to point 2 (above): without an idea of your intended outcomes, it is often very difficult to offer appropriate advice.

[MarkoGreenio]

Thank you for the prompt reply.

[AliGW]

Please review point 2 of my instructions, add a few rows of manually calculated results data and attach again.

[MarkoGreenio]

Sorry but that is my issue - I am unsure of what the calculation is. That is what I need help with.

[AliGW]

OK. What usually happens is you tell us the calculation and we help you with a formula that will make that calculation. I’m afraid I’m unsure what the result should be. Although it is strictly speaking beyond the remit of these forums, hopefully someone will know what the calculation should be.

[shg]

	A	B	C
1	Agents	33	B1: Input
2	Time	0:15:00	B2: Input
3	Avg Time per Call	0:04:10	B3: Input
4	Calls	118.8	B4: =B1 * B2 / B3

Agents * Time / Time per Call

[MarkoGreenio]

Apologies for my misconception of the forum, nevertheless thank you SHG for the answer.

Thanks again Ali for the direction.

Regards
Mark

[AliGW]

No worries.

Glad you got the help you needed.

If that takes care of your original question, please select Thread Tools from the menu link above and mark this thread as SOLVED. Thanks.