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Tracking Call Centre Metrics as a Race

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  1. #1
    Registered User
    Join Date
    06-01-2010
    Location
    Christchurch, New Zealand
    MS-Off Ver
    Excel 2007
    Posts
    4

    Tracking Call Centre Metrics as a Race

    I'm not sure if this can be done, but I work in a call center and we run a race with my team where for every 9 ptp (promise to pay) they get 10 points and if they get a 100% call score they get a bonus 10 points. and if they win a quiz they wiin 10 points.

    We usually just have a white board and I manually update it and draw a line from each name from start line to finish.

    We have 15 agents and finish line is 250 points...we also have a quick bonus first to 50 and first to 100.

    I would like to create an Excel spreadsheet where the agents are all listed down the first column A and each cell will represent 10 points going across.

    I would like to then have on a seperate page or hidden in column BB all the Agents names and next to that I can type in the number of ptps, and another 2 columns marking either 1, 2, 3 etc for their 100% call scores and quiz wins.

    Now the hard part I want it to automatically calculate and then for every 10 points earned that next to their name it would change the colour of the cell and move towards the magic finish line at 250 but also have a formula at the 50 point line and 100 point line that for the person who first got there the cell changed to a different colour.

    Then I could share the excel book on our shared drive and the agents can check each day/week to look at their progress in the week.

    any ideas...or is this just a dream?
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