How to calculate the average duration of a call?

How to calculate the average duration of a call?

The AHT can be calculated using this formula:

1. [conversation + mise en attente + suivi] / calls = AHT (calculated in minutes or seconds) …
2. Ensure agents are trained effectively. …
3. Use self-service resources, such as knowledge bases and help articles.

How to calculate working hours?

here is the calculation from the time of work monthly, for a full-time employee: (35 hours x 52 weeks) / 12 months = 151.67 hours.

How to calculate a DMT?

Practical question: How takes place on calculation of the DMT at the call center? In general, we add the duration of the call and the time spent processing the request in after-call. Therefore, the Average Conversation Duration (AMC) should not be confused with the Average Handle Duration (or DMT).

How to calculate the call center occupancy rate?

He calculated by dividing the number ofcalls treated by the number ofcalls incoming. He can calculate at the Customer Service level and/or at the level of each adviser. The AFNOR quality standard (NF-345) imposes a rate greater than 90%.

How to calculate the QS?

The Service Quality Rate is the essential KPI in call centers. He calculated by dividing the number of calls handled by the number of incoming calls. He can calculate at the Customer Service level and/or at the level of each adviser.

How to know the number of hours worked by an employee?

To know the number of hours worked by an employee, it is necessary to count his actual work in the company. This calculation of the working time is important because it makes it possible to determine the salary, the paid holidays but also the possible overtime of the employee.

How to calculate working hours?

How to calculate working hours? French law provides for a working time of 35 hours per week. But not all employees are affected. Some executives have signed a flat-rate agreement in hours or days, others, senior executives, are not subject to any legal working time.

How to calculate working hours for a project?

To calculate the working hours of a project, you will first need to divide the project into small parts. Then estimate how many hours it will take you to complete each of these parts. These must be divided according to the type of work that will have to be done.

How to calculate call waiting time?

Columns: Answered calls + Total communication time + Total post call processing time Filters: Call type (Inbound) + Queue (Select the same Queues as in the Typical Day report)